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PublicationShould service firms introduce algorithmic advice to their existing customers? The moderating effect of service relationships( 2023)An increasing number of service firms are introducing algorithmic advice to their customers. In this research, we examine the introduction of such tools from a relational perspective and show that the type of relationship a customer has with a service firm moderates his or her response to algorithmic advice. Studies 1 and 2 find that customers in communal relationships are more reluctant to use algorithmic advice instead of human advice than customers in exchange relationships. Study 3 shows that offering customers algorithmic advice may harm communal relationships but not exchange relationships. Building on these findings, Studies 4, 5, and 6 examine how firms can mitigate the potentially negative relational consequences of algorithmic advice. While a fallback option that signals that customers can request additional human advice if needed is effective in preventing relational damages in communal relationships, this same intervention backfires in exchange relationships. These findings have important implications by showing that managers need to consider the relational consequences of introducing algorithmic advice to existing customers.
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Publication“Touching” services: tangible objects create an emotional connection to services even before their first use(Springer, 2020)Although research suggests that physical elements of the servicescape play an important role in the service process, there is little research on the impact of tangible objects that companies give to consumers such as membership cards, pens, mugs, or fashion articles. Drawing on research about embodied cognition, this paper investigates how and under which conditions the provision of tangible service objects affects consumers. Three experimental studies were conducted, in which participants received different objects they could either touch or just see. These studies indicate that touching a service object metaphorically translates into a perceived mental connection towards the service. More specifically, physically connecting to a service object leads to a stronger psychological connection to the corresponding service, which, in turn, increases behavioral intentions. The results also demonstrate that providing a tangible object only has an impact when the object is of high aesthetic appeal. These findings suggest that providing tangible service objects is an effective way for service providers to build an emotional connection with potential customers and to strengthen the emotional connections of existing customers.Type:Journal:Volume:Issue:
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PublicationBlissfully Ignorant: The Effects of General Privacy Concerns, General Institutional Trust, and Affect in the Privacy CalculusExisting research on information privacy has mostly relied on the privacy calculus model, which views privacy-related decision-making as a rational process where individuals weigh the anticipated risks of disclosing personal data against the potential benefits. In this research, we develop an extension to the privacy calculus model, arguing that the situation-specific assessment of risks and benefits is bounded by (1) pre-existing attitudes or dispositions, such as general privacy concerns or general institutional trust, and (2) limited cognitive resources and heuristic thinking. An experimental study, employing two samples from the USA and Switzerland, examined consumer responses to a new smartphone application that collects driving behavior data and provided converging support for these predictions. Specifically, the results revealed that a situation-specific assessment of risks and benefits fully mediates the effect of dispositional factors on information disclosure. In addition, the results showed that privacy assessment is influenced by momentary affective states, indicating that consumers underestimate the risks of information disclosure when confronted with a user interface that elicits positive affect.
Scopus© Citations 289 -
PublicationThinking Styles and Privacy Decisions: Need for Cognition, Faith into Intuition, and the Privacy Calculus(Universität Osnabrück, 2015-03-06)
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PublicationRethinking Privacy Decisions: Pre-Existing Attitudes, Pre-Existing Emotional States, and a Situational Privacy Calculus(Association for Information Systems, 2015-05-27)
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PublicationPrivacy Paradox Revised: Pre-Existing Attitudes, Psychological Ownership, and Actual DisclosurePrior research has pointed to discrepancies between users' privacy concerns and disclosure behaviors, denoted as the privacy paradox, and repeatedly highlighted the importance to find explanations for this dichotomy. In this regard, three approaches have been proposed by prior literature: (1) use of actual disclosure behavior rather than behavioral intentions, (2) systematic distinction between pre-existing attitudes and situation-specific privacy considerations, and (3) limited and irrational cognitive processes during decision-making. The current research proposes an experiment capable to test these three assumptions simultaneously. More precisely, the authors aim to explore the contextual nature of privacy-related decisions by systematically manipulating (1) individuals' psychological ownership with regard to own private information, and (2) individuals' affective states, while measuring (3) pre-existing attitudes as well as situation-specific risk and benefit perceptions, and (4) intentions as well as actual disclosure. Thus, the proposed study strives to uniquely add to the understanding of the privacy paradox.
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PublicationRethinking the Privacy Calculus: On the Role of Dispositional Factors and Affect(AIS Association for Information Systems, 2013-12-15)
