University of Twente Student Theses
Exploring the Dark Side of AI-enabled Services: Impacts on Customer Experience and Well-being
Farbod, Shiva (2024) Exploring the Dark Side of AI-enabled Services: Impacts on Customer Experience and Well-being.
|
PDF
1MB |
| Abstract: | 3 Abstract Artificial Intelligence (AI) is transforming service delivery in various sectors, promising efficiency and personalization. However, it is crucial to consider the unintended consequences of these innovations on customer experience and well-being. While potential benefits of AI to enhance service provision is widely recognized, there is still a critical need to examine the challenges and complexities of these technologies from the customer's perspective. This research delves into the "dark side" of AI integration into services, highlighting concerns such as privacy breaches, reduced human interaction, and ethical dilemmas that have not received sufficient attention in academic literature. Through explorative research using a qualitative approach, we identified significant areas where AI services could negatively impact customer experience and well-being. These findings are categorized into three aggregate dimensions: Technological Dependence and Systemic Failures, which highlight issues of over-reliance and trust erosion; Interpersonal Dynamics and Psychological Effects, covering the loss of personal touch and emotional discomfort; and Cognitive and Economic Well-being, focusing on the implications for mental health, cognitive abilities, and self-actualization. The findings provide valuable insights into the dual nature of AI's impact on service interactions, and offer a nuanced understanding of how these technologies can both enhance and damage customer experience and well-being. This study contributes to the need to prioritize human values and needs in the design and implementation of AI services. We advocate for strategies that leverage the technological capabilities of AI, while protecting and promoting the psychological and emotional well-being of customers to ensure that the advancements in service delivery truly enrich human experiences. |
| Item Type: | Essay (Master) |
| Faculty: | BMS: Behavioural, Management and Social Sciences |
| Subject: | 85 business administration, organizational science |
| Programme: | Business Administration MSc (60644) |
| Keywords: | Artificial Intelligence, AI-Enabled Services, Smart Services, Customer Experience, Service Experience, Customer Well-being, Human Interaction, Ethical AI |
| Link to this item: | https://purl.utwente.nl/essays/98773 |
| Export this item as: | BibTeX EndNote HTML Citation Reference Manager |
Show download statistics for this publication
Show download statistics for this publicationRepository Staff Only: item control page