IDEAS home Printed from https://ideas.repec.org/a/aes/icmbdj/v1y2018i2p33-55.html
   My bibliography  Save this article

The Impact of Conversational Agents on Humans in Services: Research Questions and Hypotheses

Author

Listed:
  • Bălan Carmen

    (The Bucharest University of Economic Studies)

Abstract

The research focused on conversational agents and chatbots is dominated by perspectives specific to computer science, engineering and social sciences. The fields of business, management and decision sciences are almost not represented. This paper aims to provide a starting point to the research on the impact of conversational agents on humans in services. To accomplish this purpose, several questions are raised and hypotheses are formulated for the research community. The approach of the topic is conceptual. The need for this perspective was uncovered by means of a literature survey that answered the question: “Did researchers studied the impact of conversational agents on humans in services?†. The findings showed that researchers have not published yet such studies. The paper formulates research questions and hypotheses in four major domains in which conversational agents impact humans in services. These domains are: human capital of service companies, service customer behaviour towards conversational agents, service customer interviewing; decision-making in service companies. The questions and the hypotheses formulated in this paper provide potential directions for further research in the field of services. This paper is among the first to formulate questions and hypotheses related to the impact of conversational agents on humans in the field of services with the aim to serve further research.

Suggested Citation

  • Bălan Carmen, 2018. "The Impact of Conversational Agents on Humans in Services: Research Questions and Hypotheses," International Conference on Marketing and Business Development Journal, The Bucharest University of Economic Studies, vol. 1(2), pages 33-55, December.
    • Handle: RePEc:aes:icmbdj:v:1:y:2018:i:2:p:33-55
    as

    Download full text from publisher

    File URL: http://www.mbd.ase.ro/RePEc/aes/icmbdj/2018/ICMBDJ_V2_2018_60.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Daniel Martin Katz & Michael J Bommarito II & Josh Blackman, 2017. "A general approach for predicting the behavior of the Supreme Court of the United States," PLOS ONE, Public Library of Science, vol. 12(4), pages 1-18, April.
    2. Berg, Andrew & Buffie, Edward F. & Zanna, Luis-Felipe, 2018. "Should we fear the robot revolution? (The correct answer is yes)," Journal of Monetary Economics, Elsevier, vol. 97(C), pages 117-148.
    3. Larivière, Bart & Bowen, David & Andreassen, Tor W. & Kunz, Werner & Sirianni, Nancy J. & Voss, Chris & Wünderlich, Nancy V. & De Keyser, Arne, 2017. "“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers," Journal of Business Research, Elsevier, vol. 79(C), pages 238-246.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Dennis C. Hutschenreiter & Tommaso Santini & Eugenia Vella, 2022. "Automation and sectoral reallocation," SERIEs: Journal of the Spanish Economic Association, Springer;Spanish Economic Association, vol. 13(1), pages 335-362, May.
    2. Basso, Henrique S. & Jimeno, Juan F., 2021. "From secular stagnation to robocalypse? Implications of demographic and technological changes," Journal of Monetary Economics, Elsevier, vol. 117(C), pages 833-847.
    3. Akaev, Askar & Devezas, Tessaleno & Ichkitidze, Yuri & Sarygulov, Askar, 2021. "Forecasting the labor intensity and labor income share for G7 countries in the digital age," Technological Forecasting and Social Change, Elsevier, vol. 167(C).
    4. Büttgen, Marion & al.,, 2021. "Blockchain in Service Management and Service Research - Developing a Research Agenda and Managerial Implications," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 5(2), pages 71-102.
    5. Venturini, Francesco, 2022. "Intelligent technologies and productivity spillovers: Evidence from the Fourth Industrial Revolution," Journal of Economic Behavior & Organization, Elsevier, vol. 194(C), pages 220-243.
    6. Burkhard Heer & Andreas Irmen & Bernd Süssmuth, 2023. "Explaining the decline in the US labor share: taxation and automation," International Tax and Public Finance, Springer;International Institute of Public Finance, vol. 30(6), pages 1481-1528, December.
    7. Ivanov, Stanislav & Kuyumdzhiev, Mihail & Webster, Craig, 2020. "Automation fears: Drivers and solutions," Technology in Society, Elsevier, vol. 63(C).
    8. Mahavarpour, Nasrin & Marvi, Reza & Foroudi, Pantea, 2023. "A Brief History of Service Innovation: The evolution of past, present, and future of service innovation," Journal of Business Research, Elsevier, vol. 160(C).
    9. David Autor & Anna Salomons, 2018. "Is Automation Labor Share–Displacing? Productivity Growth, Employment, and the Labor Share," Brookings Papers on Economic Activity, Economic Studies Program, The Brookings Institution, vol. 49(1 (Spring), pages 1-87.
    10. Andreas Irmen, 2021. "Automation, growth, and factor shares in the era of population aging," Journal of Economic Growth, Springer, vol. 26(4), pages 415-453, December.
    11. Prettner, Klaus & Strulik, Holger, 2020. "Innovation, automation, and inequality: Policy challenges in the race against the machine," Journal of Monetary Economics, Elsevier, vol. 116(C), pages 249-265.
    12. Ichiro Muto & Fumitaka Nakamura & Makoto Nirei, 2024. "Digitalization, Entrepreneurship, and Wealth Inequality," IMES Discussion Paper Series 24-E-01, Institute for Monetary and Economic Studies, Bank of Japan.
    13. Daron Acemoglu & Jonas Loebbing, 2022. "Automation and Polarization," NBER Working Papers 30528, National Bureau of Economic Research, Inc.
    14. Anthony Niblett, 2018. "Regulatory Reform in Ontario: Machine Learning and Regulation," C.D. Howe Institute Commentary, C.D. Howe Institute, issue 507, March.
    15. Karishma Banga, 2019. "Digital technologies and 'value' capture in global value chains: Empirical evidence from Indian manufacturing firms," WIDER Working Paper Series wp-2019-43, World Institute for Development Economic Research (UNU-WIDER).
    16. Nicholas Crafts, 2022. "Slow real wage growth during the Industrial Revolution: productivity paradox or pro-rich growth? [Engels’ pause: technical change, capital accumulation, and inequality in the British industrial rev," Oxford Economic Papers, Oxford University Press, vol. 74(1), pages 1-13.
    17. Guimarães, Luís & Mazeda Gil, Pedro, 2022. "Explaining the Labor Share: Automation Vs Labor Market Institutions," Labour Economics, Elsevier, vol. 75(C).
    18. ADACHI Daisuke & KAWAGUCHI Daiji & SAITO Yukiko, 2020. "Robots and Employment: Evidence from Japan, 1978-2017," Discussion papers 20051, Research Institute of Economy, Trade and Industry (RIETI).
    19. Prof. Dr.Sejdi Rexhepi & Mjellma Kadriu, 2018. "The Importance of Resource Assessment for Entrepreneurship and Local Economic Development in Kosovo," European Journal of Economics and Business Studies Articles, Revistia Research and Publishing, vol. 4, January -.
    20. Chenhui Ding & Xiaoming Song & Yingchun Xing & Yuxuan Wang, 2023. "Bilateral Effects of the Digital Economy on Manufacturing Employment: Substitution Effect or Creation Effect?," Sustainability, MDPI, vol. 15(19), pages 1-22, October.

    More about this item

    Keywords

    conversational agents; chatbots; artificial intelligence; cognitive systems; services.;
    All these keywords.

    JEL classification:

    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • L89 - Industrial Organization - - Industry Studies: Services - - - Other
    • O14 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Industrialization; Manufacturing and Service Industries; Choice of Technology
    • O39 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Other

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aes:icmbdj:v:1:y:2018:i:2:p:33-55. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Lucian Onisor (email available below). General contact details of provider: https://edirc.repec.org/data/aseeero.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.