Abstract
Although companies increasingly are adopting algorithms for consumer-facing tasks (e.g., application evaluations), little research has compared consumers’ reactions to favorable decisions (e.g., acceptances) versus unfavorable decisions (e.g., rejections) about themselves that are made by an algorithm versus a human. Ten studies reveal that, in contrast to managers’ predictions, consumers react less positively when a favorable decision is made by an algorithmic (vs. a human) decision maker, whereas this difference is mitigated for an unfavorable decision. The effect is driven by distinct attribution processes: it is easier for consumers to internalize a favorable decision outcome that is rendered by a human than by an algorithm, but it is easy to externalize an unfavorable decision outcome regardless of the decision maker type. The authors conclude by advising managers on how to limit the likelihood of less positive reactions toward algorithmic (vs. human) acceptances.
Original language | English |
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Pages (from-to) | 696-717 |
Number of pages | 22 |
Journal | Journal of Marketing Research |
Volume | 59 |
Issue number | 4 |
Early online date | 10 Mar 2022 |
DOIs | |
Publication status | Published - 4 Aug 2022 |
Bibliographical note
Funding Information:The author(s) disclosed receipt of the following financial support for the research, authorship, and/or publication of this article: This is funded by the Erasmus Research Institute of Management
Publisher Copyright:
© The Author(s) 2022.
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Thumbs Up or Down: Consumer Reactions to Decisions by Algorithms Versus Humans
Yalcin, G. (Creator), Lim, S. (Creator), Puntoni, S. (Creator) & van Osselaer, S. M. J. (Creator), 2022
DOI: 10.25384/sage.c.5889524.v1, https://sage.figshare.com/collections/Thumbs_Up_or_Down_Consumer_Reactions_to_Decisions_by_Algorithms_Versus_Humans/5889524/1
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