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How Do Customers React When Their Requests Are Evaluated by Algorithms?

MIT Sloan management review, 2022-04, Vol.63 (3), p.1-3 [Peer Reviewed Journal]

Copyright Massachusetts Institute of Technology, Cambridge, MA Spring 2022 ;ISSN: 1532-9194 ;EISSN: 1532-8937

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  • Title:
    How Do Customers React When Their Requests Are Evaluated by Algorithms?
  • Author: Yalcin, Gizem ; Lim, Sarah ; Puntoni, Stefano ; van Osselaer, Stijn M J
  • Subjects: Algorithms ; Consumer behavior ; Customer satisfaction
  • Is Part Of: MIT Sloan management review, 2022-04, Vol.63 (3), p.1-3
  • Description: Companies are increasingly adopting algorithms to evaluate information provided by customers and make favorable or unfavorable decisions about them. The prevalence of algorithms in customer-facing decisions raises an interesting set of questions about how customers react to personally relevant decisions taken by algorithms versus humans. Here, Yalcin et al discuss how managers think about the effects of algorithms in customer-facing decisions.
  • Publisher: Cambridge: Massachusetts Institute of Technology, Cambridge, MA
  • Language: English
  • Identifier: ISSN: 1532-9194
    EISSN: 1532-8937
  • Source: ProQuest Central
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