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How AI encourages consumers to share their secrets? The role of anthropomorphism, personalisation, and privacy concerns and avenues for future research
Spanish Journal of Marketing - ESIC
Swansea University Author: Yogesh Dwivedi
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DOI (Published version): 10.1108/sjme-10-2022-0213
PurposeThis paper aims to explore the overall research question “How can artificial intelligence (AI) influence consumer information disclosure?”. It considers how anthropomorphism of AI, personalisation and privacy concerns influence consumers’ attitudes and encourage disclosure of their private in...
|Published in:||Spanish Journal of Marketing - ESIC|
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PurposeThis paper aims to explore the overall research question “How can artificial intelligence (AI) influence consumer information disclosure?”. It considers how anthropomorphism of AI, personalisation and privacy concerns influence consumers’ attitudes and encourage disclosure of their private information.Design/methodology/approachThis research draws upon the personalisation-privacy paradox (PPP) and privacy calculus theory (PCT) to address the research question and examine how AI can influence consumer information disclosure. It is proposed that anthropomorphism of AI and personalisation positively influence consumer attitudes and intentions to disclose personal information to a digital assistant, while privacy concerns negatively affect attitude and information disclosure.FindingsThis paper develops a conceptual model based on and presents seven research propositions (RPs) for future research.Originality/valueBuilding upon PPP and PCT, this paper presents a view on the benefits and drawbacks of AI from a consumer perspective. This paper contributes to literature by critically reflecting upon on the question how consumer information disclosure is influenced by AI. In addition, seven RPs and future research areas are outlined in relation to privacy and consumer information disclosure in relation to AI.
Anthropomorphism, Artificial intelligence (AI), Conversational agent, Information disclosure, Privacy calculus theory, Privacy-personalisation paradox
Faculty of Humanities and Social Sciences