JOURNAL ARTICLE

How AI Affects Our Sense of Self.

  • Published In: Harvard Business Review, 2023, v. 101, n. 5. P. 130 1 of 3

  • Database: Business Source Ultimate 2 of 3

  • Authored By: Yalcin, Gizem; Puntoni, Stefano 3 of 3

Abstract

The article focuses on the psychological effects of artificial intelligence (AI) and automated technologies on customers and employees, emphasizing their impact on self-perception and business outcomes. Research shows that people respond more positively to favorable decisions made by humans than by AI, while negative decisions elicit similar reactions regardless of the decision-maker. The findings suggest that businesses should integrate human involvement in AI-driven evaluations, especially when delivering good news, and carefully consider the symbolic and identity-related aspects of products when automating. Additionally, communication strategies that humanize AI and frame automation as complementing rather than replacing human skills can improve acceptance. Overall, companies must balance the benefits of automation with its potential psychological costs to customer loyalty, employee satisfaction, and organizational success.

Additional Information

  • Source:Harvard Business Review. 2023/09, Vol. 101, Issue 5, p130
  • Document Type:Article
  • Subject Area:Computer Science
  • Publication Date:2023
  • ISSN:0017-8012
  • Accession Number:169858472
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