Ashley Braganza, Weifeng Chen, Serap Sap and myself just had a paper published in the Journal of Business Research. The title of the paper is “Productive Employment and Decent Work: The Impact of AI Adoption on Psychological Contracts, Job Engagement and Employee Trust”. The paper examines the effect of the combined emerging work practices of gig work and AI-enabled work automation, … Continue reading New paper: “Productive employment and decent work: The impact of AI adoption on psychological contracts, job engagement and employee trust”
Category: Marketing in everyday life
The A-level algorithm debacle shows us that algorithms + poor data = myths with a veneer of legitimacy
UK students due to sit exams this Spring (for instance, A-level exams, for entrance into University), saw their examinations cancelled, as a result of the Covid-19 pandemic and the need to avoid group gatherings. Instead, as explained in the gov.uk website: “For each student, schools and colleges have provided a ‘centre assessment grade’ for each … Continue reading The A-level algorithm debacle shows us that algorithms + poor data = myths with a veneer of legitimacy
Teens’ attitudes towards online privacy and online safety
There is the stereotype that “kids these days” share too much on social media, about themselves and about their actions, without much care or concern. And, then, there is also that other stereotype that “kids these days” are so obsessed with image that they carefully curate the images that they share, thoughtfully choose the … Continue reading Teens’ attitudes towards online privacy and online safety
John Oliver on Face Recognition
A colleague of mine at Brunel, shared this video, about Facial Recognition. It captures some of the ethical challenges presented by this technology – it is well worth a watch. Key points covered in this video include: Start - How it’s depicted in media. 1min - Not just humans. 1:57 - Privacy and civil liberty … Continue reading John Oliver on Face Recognition
Perceived blame, matters
In customer service, things are bound to go wrong, at some point. When that happens, it is important to not only understand what went wrong, but also what is the perceived cause of the problem, because that impacts on the recovery strategy. Take interacting with a chatbot, for instance. As discussed in a previous … Continue reading Perceived blame, matters
The role of online shopping as a mechanism to navigate racial discrimination
Online platforms are useful, additional channels to acquire products and services. For instance, online supermarkets have been lifelines for people isolating at home because of COVID-19. Online platforms are also great channels to talk with firms and other customers, be it as a form of acquiring information, solving problems or, simply, getting emotional support. What … Continue reading The role of online shopping as a mechanism to navigate racial discrimination
Sources of customer dissatisfaction in AI-powered service interactions
Chatbots are everywhere, and used in every industry. They promise to improve customer service, by offering 24-hour service and quick answers, at a fraction of the cost of their human counterparts. Reality is, however, less… polished. Even a bit frustrating. In the paper “The dark side of AI-powered service interactions: exploring the process of … Continue reading Sources of customer dissatisfaction in AI-powered service interactions
Analysis of COVID-19 related tweets shows emphasis on self-centric, support seeking content among users that disclose personal information
“Self-disclosure” refers to the intentional disclosure of personal information, such as location, behaviour or feelings, to third-parties. We all do it, to an extent, because sharing little bits of personal information is a way of cementing social relationships, and increasing likability. For instance, throughout lockdown, my colleagues and I have been talking about hobbies, family, … Continue reading Analysis of COVID-19 related tweets shows emphasis on self-centric, support seeking content among users that disclose personal information
Do price discounts help in crisis recovery?
When clients disappear, and demand dries up, it is tempting to cut prices. Businesses try to lure customers back with a good deal, particularly those that sell perishable items (for instance, food and flowers), seasonable items (for instance, Father’s Day cards and gifts) and services (for instance, restaurants and hairdressers). Hotel managers, for instance, see … Continue reading Do price discounts help in crisis recovery?
Impact of COVID-19 on the generation and disclosure of personal data
The Journal of Public Policy & Marketing published a special collection of papers regarding COVID-19. This included a paper by Aaron R. Brough and Kelly D. Martin, discussing how the COVID-19 pandemic led to four phenomena related to personal data. The four phenomena are: Increased surveillance by governments worldwide, in the form of generalised data … Continue reading Impact of COVID-19 on the generation and disclosure of personal data
Ana Canhoto 