Book contents
- The Cambridge Handbook of Consumer Psychology
- Cambridge Handbooks in Psychology
- The Cambridge Handbook of Consumer Psychology
- Copyright page
- Contents
- Figures
- Tables
- Contributors
- Introduction
- 1 Consumer Psychology of Individuals
- 1 Attitudinal Advocacy
- 2 Storytelling and Narrative Persuasion
- 3 Consumer Goals and Motivation
- 4 Consumer Financial Decision-Making
- 5 Marketplace Morality
- 6 A Triadic Framework of Luxury Consumption
- 7 Consumer Identity: A Comprehensive Review and Integration of Contemporary Research
- 8 Compensatory Consumption
- 9 Artificial Intelligence and Consumer Psychology
- 2 Consumer Psychology of Groups and Society
- 3 Methods for Understanding Consumer Psychology
- Index
- References
9 - Artificial Intelligence and Consumer Psychology
from 1 - Consumer Psychology of Individuals
Published online by Cambridge University Press: 30 March 2023
Book contents
- The Cambridge Handbook of Consumer Psychology
- Cambridge Handbooks in Psychology
- The Cambridge Handbook of Consumer Psychology
- Copyright page
- Contents
- Figures
- Tables
- Contributors
- Introduction
- 1 Consumer Psychology of Individuals
- 1 Attitudinal Advocacy
- 2 Storytelling and Narrative Persuasion
- 3 Consumer Goals and Motivation
- 4 Consumer Financial Decision-Making
- 5 Marketplace Morality
- 6 A Triadic Framework of Luxury Consumption
- 7 Consumer Identity: A Comprehensive Review and Integration of Contemporary Research
- 8 Compensatory Consumption
- 9 Artificial Intelligence and Consumer Psychology
- 2 Consumer Psychology of Groups and Society
- 3 Methods for Understanding Consumer Psychology
- Index
- References
Summary
This chapter reviews the emerging literature on consumer interactions with artificial intelligence (AI) in marketing. Over the past decade, the rapid proliferation of AI technology has dramatically altered how businesses deliver products and services to consumers, giving rise to a groundswell of research. Consumer research has revealed important differences in attitudes and behaviors resulting from AI interactions as compared to human to human interactions. First, the chapter reviews domains where AI interactions are preferred as compared to domains where consumers are more averse to AI interactions. Next, the chapter identifies key process mechanisms that have been identified linking AI with key consumer outcomes. The chapter concludes with the enumeration of predictions about future directions for AI research in consumer behavior and marketing.
- Type
- Chapter
- Information
- The Cambridge Handbook of Consumer Psychology , pp. 247 - 270Publisher: Cambridge University PressPrint publication year: 2023
References
Awad, E., Dsouza, S., Kim, R., et al. (2018). The moral machine experiment. Nature, 563(7729), 59–64.Google Scholar
Baum, S., Goertzel, B., & Goertzel, T. G. (2011). How long until human-level AI? Results from an expert assessment. Technological Forecasting & Social Change, 78(1), 185–195.Google Scholar
Bigman, Y. E., & Gray, K. (2018). People are averse to machines making moral decisions. Cognition, 181, 21–34.CrossRefGoogle ScholarPubMed
Bigman, Y. E., Waytz, A., Alterovitz, R., & Gray, K. (2019). Holding robots responsible: The elements of machine morality. Trends in Cognitive Sciences, 23(5), 365–368.Google Scholar
Bogost, I. (2022). ChatGPT is dumber than you think. The Atlantic, published online December 7, 2022.Google Scholar
Bonnefon, J. F., Shariff, A., & Rahwan, I. (2016). The social dilemma of autonomous vehicles. Science, 352(6293), 1573-1576.Google Scholar
Bradlow, E. T., & Schmittlein, D. C. (2000). The little engines that could: Modeling the performance of World Wide Web search engines. Marketing Science, 19(1), 43–62.Google Scholar
Burton, J. W., Stein, M. K., & Jensen, T. B. (2020). A systematic review of algorithm aversion in augmented decision making. Journal of Behavioral Decision Making, 33(2), 220–239.Google Scholar
Castelo, N., Bos, M. W., & Lehmann, D. (2019). Task dependent algorithm aversion. Journal of Marketing Research, 56(5), 809–825.Google Scholar
Chen, R. P., Wan, E. W., & Levy, E. (2017). The effect of social exclusion on consumer preference for anthropomorphized brands. Journal of Consumer Psychology, 27(1), 23–34.Google Scholar
Darwin, C. (1872). The Expression of the Emotions in Man and Animals. Philosophical Library.Google Scholar
Dietvorst, B. J., Simmons, J. P., & Massey, C. (2015). Algorithm aversion: People erroneously avoid algorithms after seeing them err. Journal of Experimental Psychology: General, 144(1), 114.Google Scholar
Dietvorst, B. J., Simmons, J. P., & Massey, C. (2018). Overcoming algorithm aversion: People will use imperfect algorithms if they can (even slightly) modify them. Management Science, 64(3), 1155–1170.Google Scholar
Duhachek, A. (2008). Summing up the state of coping research: Prescriptions and prospects for consumer research. In Haugtvedt, C. P., Herr, P. M., & Kardes, F. R. (Eds.). Handbook of Consumer Psychology (pp. 1057–1077). Psychology Press.Google Scholar
Eastwood, J., Snook, B., & Luther, K. (2012). What people want from their professionals: Attitudes toward decision‐making strategies. Journal of Behavioral Decision Making, 25(5), 458–468.Google Scholar
Epley, N., Akalis, S., Waytz, A., & Cacioppo, J. T. (2008). Creating social connection through inferential reproduction: Loneliness and perceived agency in gadgets, gods, and greyhounds. Psychological Science, 19(2), 114–120.Google Scholar
Epley, N., Waytz, A., & Cacioppo, J. T. (2007). On seeing human: A three-factor theory of anthropomorphism. Psychological Review, 114(4), 864.Google Scholar
Fiske, S. T., Cuddy, A. J., & Glick, P. (2007). Universal dimensions of social cognition: Warmth and competence. Trends in Cognitive Sciences, 11(2), 77–83.CrossRefGoogle ScholarPubMed
Freud, S. (1927). Some psychological consequences of the anatomical distinction between the sexes. International Journal of Psycho-Analysis, 8, 133–142.Google Scholar
Garvey, A. M., Kim, T., & Duhachek, A. (2021). Bad news? Send an AI. Good news? Send a human. Journal of Marketing, 00222429211066972.Google Scholar
Gill, T. (2020). Blame it on the self-driving car: How autonomous vehicles can alter consumer morality. Journal of Consumer Research, 47(2), 272–291.Google Scholar
Granulo, A., Fuchs, C., & Puntoni, S. (2021). Preference for human (vs. robotic) labor is stronger in symbolic consumption contexts. Journal of Consumer Psychology, 31(1), 72–80.Google Scholar
Gray, H. M., Gray, K., & Wegner, D. M. (2007). Dimensions of mind perception. Science, 315(5812), 619–619.Google Scholar
Gray, K., Knobe, J., Sheskin, M., Bloom, P., & Barrett, L. F. (2011). More than a body: Mind perception and the nature of objectification. Journal of Personality and Social Psychology, 101(6), 1207.Google Scholar
Gray, K., & Wegner, D. M. (2008). The sting of intentional pain. Psychological Science, 19(12), 1260–1262.Google Scholar
Gray, K., & Wegner, D. M. (2012). Feeling robots and human zombies: Mind perception and the uncanny valley. Cognition, 125(1), 125–130.Google Scholar
Gray, K., Young, L., & Waytz, A. (2012). Mind perception is the essence of morality. Psychological Inquiry, 23(2), 101–124.Google Scholar
Güroğlu, B., van den Bos, W., & Crone, E. A. (2009). Fairness considerations: Increasing understanding of intentionality during adolescence. Journal of Experimental Child Psychology, 104(4), 398–409.Google Scholar
Hafenbrädl, S., Waeger, D., Marewski, J. N., & Gigerenzer, G. (2016). Applied decision making with fast-and-frugal heuristics. Journal of Applied Research in Memory and Cognition, 5(2), 215–231.Google Scholar
Haslam, N. (2006). Dehumanization: An integrative review. Personality and Social Psychology Review, 10(3), 252–264.Google Scholar
Hoffman, D. L., & Novak, T. P. (1996). Marketing in hypermedia computer-mediated environments: Conceptual foundations. Journal of Marketing, 60(3), 50–68.Google Scholar
Hoffman, D. L., & Novak, T. P. (2018). Consumer and object experience in the internet of things: An assemblage theory approach. Journal of Consumer Research, 44(6), 1178–1204.CrossRefGoogle Scholar
Huang, M. H., & Rust, R. T. (2018). Artificial intelligence in service. Journal of Service Research, 21(2), 155–172.Google Scholar
Huang, S. C., & Chen, F. (2019). When robots come to our rescue: Why professional service robots aren’t inspiring and can demotivate consumers’ pro-social behaviors. In Bagchi, R., Block, L., & Lee, L. (Eds.). NA - Advances in Consumer Research, Vol. 47 (pp. 93–98).Association for Consumer Research.Google Scholar
Hume, D. (1757). Four dissertations: I. The natural history of religion. II. Of the passions. III. Of tragedy. IV. Of the standard of taste (No. 32). A. Millar in the Strand.Google Scholar
Jackson, J. C., Castelo, N., & Gray, K. (2020). Could a rising robot workforce make humans less prejudiced? American Psychologist, 75(7), 969.Google Scholar
Jin, G. Z. (2018). Artificial Intelligence and Consumer Privacy. National Bureau of Economic Research.Google Scholar
Jörling, M., Böhm, R., & Paluch, S. (2020). Mechanisms and consequences of anthropomorphizing autonomous products. Schmalenbach Business Review, 72(4), 485–510.CrossRefGoogle Scholar
Kim, B., Xiong, A., Lee, D., & Han, K. (2021). A systematic review on fake news research through the lens of news creation and consumption: Research efforts, challenges, and future directions. Plos One, 16(12), e0260080.Google Scholar
Kim, T. W., & Duhachek, A. (2020). Artificial Intelligence and persuasion: A construal-level account. Psychological Science, 31(4), 363–380.Google Scholar
Kim, T. W., Jiang, L., Duhachek, A., Lee, H., & Garvey, A. (2022). Do you mind if I ask you a personal question? How AI service agents alter consumer self-disclosure. Journal of Service Research, https://doi.org/10.1177/10946705221120232.Google Scholar
Kim, T. W., Lee, H., Kim, M. Y., Kim, S., & Duhachek, A. (2022). AI increases unethical consumer behavior due to reduced anticipatory guilt. Journal of the Academy of Marketing Science, https://doi.org/10.1007/s11747-021-00832-9.Google Scholar
Lawrence, S., & Giles, C. L. (1998). Searching the world wide web. Science, 280(5360), 98–100.CrossRefGoogle ScholarPubMed
Leung, E., Paolacci, G., & Puntoni, S. (2018). Man versus machine: Resisting automation in identity-based consumer behavior. Journal of Marketing Research, 55(6), 818–831.Google Scholar
Li, T., Kim, T. W., & Duhachek, A. (2022). Superhuman AI and prosocial behavior toward outgroups. Working paper.Google Scholar
Logg, J. M., Minson, J. A., & Moore, D. A. (2019). Algorithm appreciation: People prefer algorithmic to human judgment. Organizational Behavior and Human Decision Processes, 151, 90–103.Google Scholar
Longoni, C., Bonezzi, A., & Morewedge, C. K. (2019). Resistance to medical artificial intelligence. Journal of Consumer Research, 46(4), 629–650.Google Scholar
Longoni, C., & Cian, L. (2022). Artificial intelligence in utilitarian vs. hedonic contexts: The ‘word-of-machine’ effect. Journal of Marketing, 86(1), 91–108.Google Scholar
Luo, X., Tong, S., Fang, Z., & Qu, Z. (2019). Frontiers: Machines vs. humans: The impact of artificial intelligence chatbot disclosure on customer purchases. Marketing Science, 38(6), 937–947.Google Scholar
Matysczcyk, C. (2019). Apple’s Siri laughs off verbal abuse, but should she? ZDNet.com, www.zdnet.com/article/apples-siri-laughs-off-abuse-but-should-she/Google Scholar
Meehl, P. E. (1954). Clinical versus Statistical Prediction: A Theoretical Analysis and a Review of the Evidence. University of Minnesota Press.Google Scholar
Mende, M., Scott, M. L., van Doorn, J., Grewal, D., & Shanks, I. (2019). Service robots rising: How humanoid robots influence service experiences and elicit compensatory consumer responses. Journal of Marketing Research, 56(4), 535–556.Google Scholar
Nass, C., & Moon, Y. (2000). Machines and mindlessness: Social responses to computers. Journal of Social Issues, 56(1), 81–103.Google Scholar
Newman, D. T., Fast, N. J., & Harmon, D. J. (2020). When eliminating bias isn’t fair: Algorithmic reductionism and procedural justice in human resource decisions. Organizational Behavior and Human Decision Processes, 160, 149–167.CrossRefGoogle Scholar
Orehek, E., Forest, A. L., & Barbaro, N. (2018). A people-as-means approach to interpersonal relationships. Perspectives on Psychological Science, 13(3), 373–389.Google Scholar
Ostlund, L. E. (1974). Perceived innovation attributes as predictors of innovativeness. Journal of Consumer Research, 1(2), 23–29.Google Scholar
Palmeira, M., & Spassova, G. (2015). Consumer reactions to professionals who use decision aids. European Journal of Marketing, 49(3/4), 302–326.Google Scholar
Puntoni, S., Reczek, R. W., Giesler, M., & Botti, S. (2021). Consumers and artificial intelligence: An experiential perspective. Journal of Marketing, 85(1), 131–151.Google Scholar
Searle, J. R. (1980). Minds, brains, and programs. Behavioral and Brain Sciences, 3(3), 417–424.Google Scholar
Srinivasan, R., & Sarial-Abi, G. (2021). When algorithms fail: Consumers’ responses to brand harm crises caused by algorithm errors. Journal of Marketing, 85(5), 74–91.Google Scholar
Turing, A. M., & Haugeland, J. (1950). Computing Machinery and intelligence. The Turing Test: Verbal Behavior as the Hallmark of Intelligence (pp. 29–56).Google Scholar
Vinge, V. (1993). The coming technological singularity. Whole Earth Review, 81, 88–95.Google Scholar
Vohs, K. D., & Schooler, J. W. (2008). The value of believing in free will: Encouraging a belief in determinism increases cheating. Psychological Science, 19(1), 49–54.CrossRefGoogle ScholarPubMed
Waytz, A., Gray, K., Epley, N., & Wegner, D. M. (2010). Causes and consequences of mind perception. Trends in Cognitive Sciences, 14(8), 383–388.Google Scholar
Waytz, A., Heafner, J., & Epley, N. (2014). The mind in the machine: Anthropomorphism increases trust in an autonomous vehicle. Journal of Experimental Social Psychology, 52, 113–117.Google Scholar
Waytz, A., & Norton, M. I. (2014). Botsourcing and outsourcing: Robot, British, Chinese, and German workers are for thinking – not feeling – jobs. Emotion, 14(2), 434.Google Scholar
Weihrauch, A., & Huang, S. C. (2021). Portraying humans as machines to promote health: Unintended risks, mechanisms, and solutions. Journal of Marketing, 85(3), 184–203.Google Scholar
Wertenbroch, K., Schrift, R. Y., Alba, J. W., et al. (2020). Autonomy in consumer choice. Marketing Letters, 31(4), 429–439.Google Scholar
Wirtz, J., Patterson, P. G., Kunz, W. H., et al. (2018). Brave new world: Service robots in the frontline. Journal of Service Management, 29(5), 907–931.CrossRefGoogle Scholar
Yeomans, M., Shah, A., Mullainathan, S., & Kleinberg, J. (2019). Making sense of recommendations. Journal of Behavioral Decision Making, 32(4), 403–414.Google Scholar
Zhao, X., Phillips, E., & Malle, B. F. (2019). How people infer a human-like mind from a robot body. PsyArXiv. DOI: 10.31234/osf.io/w6r24.Google Scholar