Does AI control or support? Power shifts after AI system implementation in customer relationship management

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dc.contributor.authorMonod, Emmanuel
dc.contributor.authorLissillour, Raphael
dc.contributor.authorKöster, Antonia
dc.contributor.authorJiayin, Qi
dc.date.accessioned2024-05-02T15:00:13Z
dc.date.available2024-05-02T15:00:13Z
dc.date.issued2023
dc.description.abstractMany companies are currently investing in artificial intelligence (AI) because of its potential to increase customer satisfaction or finan­ cial performance. However, the success rates in implementing AI systems are low, partly due to technology-centric approaches that neglect work practices. This study draws on Bourdieu’s theory of practice to highlight the potential power shift related to AI in customer relationship management, based on the concepts field, capital, and habitus. Two longitudinal case studies were conducted to understand the power shift related to AI implementation. These two AI systems were designed with the objective to support employees. However, subsequently, their implementation changed the balance of power with a significant shift towards more manage­ ment control, resulting in a devaluation of employees’ work prac­ tices. The paper discusses implications for theory and practice in terms of the discrepancies and power shifts following the introduc­ tion of AI systems to support customer relationship management.
dc.description.sponsorshipThis work was supported by the Federal Ministry of Education and Research of Germany (BMBF) under Grant 16DII127. The research is supported by Sino-German Research Network: Digitalization and Aging (GZ1507).
dc.identifier.citationMonod, E., Lissillour, R., Köster, A., & Jiayin, Q. (2023). Does AI control or support? Power shifts after AI system implementation in customer relationship management. Journal of Decision Systems, 32(3), 542–565. https://doi.org/10.1080/12460125.2022.2066051
dc.identifier.doihttps://doi.org/10.1080/12460125.2022.2066051
dc.identifier.issn1246-0125
dc.identifier.issn2116-7052
dc.identifier.urihttps://www.weizenbaum-library.de/handle/id/598
dc.language.isoeng
dc.rightsopen access
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectArtificial intelligence
dc.subjectCustomer relationship management
dc.subjectTheory of practice
dc.subjectField of power
dc.subjectSocial capital
dc.subjectEconomic capital
dc.subjectCultural capital
dc.subjectSymbolic capital
dc.subjectHabitus
dc.titleDoes AI control or support? Power shifts after AI system implementation in customer relationship management
dc.typeArticle
dc.type.statuspublishedVersion
dcmi.typeText
dcterms.bibliographicCitation.urlhttps://doi.org/10.1080/12460125.2022.2066051
local.researchgroupDigitale Integration
local.researchtopicMarkt – Wettbewerb – Ungleichheit
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