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9 - Artificial Intelligence and Consumer Psychology

from 1 - Consumer Psychology of Individuals

Published online by Cambridge University Press:  30 March 2023

By
TaeWoo Kim  and
Adam Duhachek
Edited by
Cait Lamberton ,
Derek D. Rucker  and
Stephen A. Spiller
Cait Lamberton
Affiliation:
Wharton School, University of Pennsylvania
Derek D. Rucker
Affiliation:
Kellogg School, Northwestern University, Illinois
Stephen A. Spiller
Affiliation:
Anderson School, University of California, Los Angeles
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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.

Keywords

artificial intelligenceconsumer psychologyalgorithm aversionpsychology of technology
Type
Chapter
Information
The Cambridge Handbook of Consumer Psychology , pp. 247 - 270
Publisher: Cambridge University Press
Print publication year: 2023

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