August 2020 round-up

August was a month in two halves. The first one was spent at home, in the UK, trying to squeeze in some relaxation in between meetings and other work commitments. The second one was spent in Portugal, trying to squeeze in meetings and other work commitments in between some relaxation. First half The number of … Continue reading August 2020 round-up

How inflated expectations can spoil a good experience

The kiddo has been keen to grow mushrooms at home. So, I followed Jennifer Ferreira’s lead, and ordered a growing kit from GroCycle. After placing my order, I got an e-mail confirming it, and promising to send me a notification when the order had been dispatched: The next day, the amount was deducted from my credit … Continue reading How inflated expectations can spoil a good experience

Planning a digital marketing campaign – Interview with @nelspoon

Last week I ran a session on Digital Marketing Campaigns, for the MBA class at City University Hong Kong. Nelson Jordan – a former student of mine who went on to pursue a very successful career in marketing - joined us as a guest speaker. We talked about his career, the range of clients he … Continue reading Planning a digital marketing campaign – Interview with @nelspoon

New paper: “Productive employment and decent work: The impact of AI adoption on psychological contracts, job engagement and employee trust”

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”

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