Understanding and solving opacity in algorithms

One of the key challenges presented by algorithms is its opacity – that is, the inability to see how the algorithm produced a specific output. For instance, the ability to see how a search engine algorithm ranks content; how credit rating algorithm ranks the characteristic of potential borrowers; or, how a self-driving algorithm ranks external … Continue reading Understanding and solving opacity in algorithms

Useful typology of the role of technology in service interactions

The paper entitled “Frontline Technology Infusion: Conceptual Archetypes and a Future Research Agenda” offers a useful typology for the role of technology in customer service. The paper was authored by Arne De Keyser, Sarah Köcher, Linda Nasr and Jay Kandampully, and the authors provide various examples of how technology may 1) have no role, 2) … Continue reading Useful typology of the role of technology in service interactions

November 2020 round-up

Blimey, I am tired! November is always a bit tricky for me, because of the lack of bright day light. However, this year I seem to be struggling a little bit more than usual. Though, it's hardly surprising when you are living through a pandemic, and your other half had an emergency eye operation*, right?! … Continue reading November 2020 round-up

Algorithms are not all powerful, autonomous entities

Facebook contractors working on content moderation are, reportedly, being forced back into the office because Facebook’s attempt to use Artificial Intelligence for this difficult task failed. The open letter from those Facebook contractors states that: “Facebook tried using ‘AI’ to moderate content—and failed. At the start of the pandemic, both full-time Facebook staff and content … Continue reading Algorithms are not all powerful, autonomous entities

Holiday season 2020 – Consumers planning to spend less money on gifts and celebration; focusing on healthy, local, durable and quality items

My social media feeds are full of people getting started on their Christmas decorations. For some, it is something to do in the face of additional lockdowns or movement restrictions. For others, it is part of the desire to see the end of 2020, and usher in a new (hopefully, better) year. Earlier in the … Continue reading Holiday season 2020 – Consumers planning to spend less money on gifts and celebration; focusing on healthy, local, durable and quality items

Why customers complain vs praise a brand

Much has been written about the value of customer feedback, and what motivates people to either praise or criticise a brand / product / experience. Though, many of these studies tend to focus on either positive or negative feedback, rather than the whole range of reactions, and the role of different drivers in those reactions. … Continue reading Why customers complain vs praise a brand

Understanding resistance to contact tracing: data being used for purposes other than those for which they were initially collected, and governments’ use of the data

I came across a paper reporting on a series of surveys of attitudes towards contact tracing, for the purpose of containing the spread of Covid-19, and how it related to concerns over privacy. The paper is entitled “COVID-19 Contact Tracing and Privacy: Studying Opinion and Preferences”, and it was co-authored by Lucy Simko, Ryan Calo, Franziska … Continue reading Understanding resistance to contact tracing: data being used for purposes other than those for which they were initially collected, and governments’ use of the data

New paper: Leveraging machine learning in the global fight against money laundering and terrorism financing: An affordances perspective

There is a lot of enthusiasm about the potential of artificial intelligence in general, and machine learning in particular, to solve just about any problem on Earth. Thus, a special issue of the Journal of Business Research is looking at the potential of those technologies to meet the United Nations 17 Sustainable Development Goals; and … Continue reading New paper: Leveraging machine learning in the global fight against money laundering and terrorism financing: An affordances perspective

Some thoughts on Covid-19 and the hospitality sector

Figures released by the ONS show that GDP grew 2.1% in August 2020. Ninety per cent of this growth (or 1.9 percental points) arose from the services sector, and the remaining from production. While this growth falls below the one registered in July (and while monthly GDP is still very much below pre-lockdown levels), it … Continue reading Some thoughts on Covid-19 and the hospitality sector

Recent publications #3

This has been a productive year on the writing front, with several long running projects finally materialising in publications. Here is an overview of what I have published, since my previous update. Journal articles Ball, K., Canhoto, A. I., Daniel, E., Dibb, S., Meadows, M. & Spiller, K. (2020). Organizational tensions arising from mandatory data exchange between the … Continue reading Recent publications #3