IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v129y2021icp927-935.html
   My bibliography  Save this article

A conversation-based perspective for shaping ethical human–machine interactions: The particular challenge of chatbots

Author

Listed:
  • Murtarelli, Grazia
  • Gregory, Anne
  • Romenti, Stefania

Abstract

The use of chatbots to manage online interactions with consumers poses additional ethical challenges linked to the use of artificial intelligence (AI) applications and opens up new ethical avenues for investigation. A literature analysis identifies a research gap regarding the ethical challenges related to chatbots as non-moral and non-independent agents managing non-real conversations with consumers. It raises concerns about the ethical implications related to the progressive automation of online conversational processes and their integration with AI. The conversational approach has been explored in the organisational and management literature, which has analysed the features and roles of conversations in managing interactions ethically. This study aims to discuss conceptually the ethical challenges related to chatbots within the marketplace by integrating the current chatbot-based literature with that on conversation management studies. A new conceptual model is proposed which embraces ethical considerations in the future development of chatbots.

Suggested Citation

  • Murtarelli, Grazia & Gregory, Anne & Romenti, Stefania, 2021. "A conversation-based perspective for shaping ethical human–machine interactions: The particular challenge of chatbots," Journal of Business Research, Elsevier, vol. 129(C), pages 927-935.
    • Handle: RePEc:eee:jbrese:v:129:y:2021:i:c:p:927-935
    DOI: 10.1016/j.jbusres.2020.09.018
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296320305944
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2020.09.018?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Messinger, Paul R. & Ge, Xin & Smirnov, Kristen & Stroulia, Eleni & Lyons, Kelly, 2019. "Reflections of the extended self: Visual self-representation in avatar-mediated environments," Journal of Business Research, Elsevier, vol. 100(C), pages 531-546.
    2. Bengt Holmstrom, 1979. "Moral Hazard and Observability," Bell Journal of Economics, The RAND Corporation, vol. 10(1), pages 74-91, Spring.
    3. Dag Slettemeås, 2009. "RFID—the “Next Step” in Consumer–Product Relations or Orwellian Nightmare? Challenges for Research and Policy," Journal of Consumer Policy, Springer, vol. 32(3), pages 219-244, September.
    4. Stewart, Jay, 1994. "The Welfare Implications of Moral Hazard and Adverse Selection in Competitive Insurance Markets," Economic Inquiry, Western Economic Association International, vol. 32(2), pages 193-208, April.
    5. Von Krogh, Georg & Roos, Johan, 1995. "Conversation management," European Management Journal, Elsevier, vol. 13(4), pages 390-394, December.
    6. Jabri, Muayyad, 2009. "Promoting exchange between East and West management cultures: The role of dialogue," Journal of Management & Organization, Cambridge University Press, vol. 15(4), pages 514-525, September.
    7. Praveen R. Nayyar, 1990. "Information asymmetries: A source of competitive advantage for diversified service firms," Strategic Management Journal, Wiley Blackwell, vol. 11(7), pages 513-519, November.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Kull, Alexander J. & Romero, Marisabel & Monahan, Lisa, 2021. "How may I help you? Driving brand engagement through the warmth of an initial chatbot message," Journal of Business Research, Elsevier, vol. 135(C), pages 840-850.
    2. Kamoonpuri, Sana Zehra & Sengar, Anita, 2023. "Hi, May AI help you? An analysis of the barriers impeding the implementation and use of artificial intelligence-enabled virtual assistants in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    3. Baabdullah, Abdullah M. & Alalwan, Ali Abdallah & Algharabat, Raed S. & Metri, Bhimaraya & Rana, Nripendra P., 2022. "Virtual agents and flow experience: An empirical examination of AI-powered chatbots," Technological Forecasting and Social Change, Elsevier, vol. 181(C).
    4. Chen, Qian & Gong, Yeming & Lu, Yaobin & Tang, Jing, 2022. "Classifying and measuring the service quality of AI chatbot in frontline service," Journal of Business Research, Elsevier, vol. 145(C), pages 552-568.
    5. Selamat, Moch Akbar & Windasari, Nila Armelia, 2021. "Chatbot for SMEs: Integrating customer and business owner perspectives," Technology in Society, Elsevier, vol. 66(C).
    6. Mariani, Marcello M. & Hashemi, Novin & Wirtz, Jochen, 2023. "Artificial intelligence empowered conversational agents: A systematic literature review and research agenda," Journal of Business Research, Elsevier, vol. 161(C).
    7. Chaturvedi, Rijul & Verma, Sanjeev & Das, Ronnie & Dwivedi, Yogesh K., 2023. "Social companionship with artificial intelligence: Recent trends and future avenues," Technological Forecasting and Social Change, Elsevier, vol. 193(C).
    8. Mark Anthony Camilleri & Ciro Troise, 2023. "Live support by chatbots with artificial intelligence: A future research agenda," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 61-80, March.

    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. Huennemeyer, Anne-Juliane & Rollins, Kimberly S., 2001. "Private Resource Management And Public Trust: Optimal Resource Conservation Contracts Under Asymmetric Information," Working Papers 34141, University of Guelph, Department of Food, Agricultural and Resource Economics.
    2. Anandasivam Gopal & Konduru Sivaramakrishnan, 2008. "Research Note ---On Vendor Preferences for Contract Types in Offshore Software Projects: The Case of Fixed Price vs. Time and Materials Contracts," Information Systems Research, INFORMS, vol. 19(2), pages 202-220, June.
    3. Hugo Hopenhayn & Arantxa Jarque, 2006. "Moral Hazard and Persistence," 2006 Meeting Papers 670, Society for Economic Dynamics.
    4. Calcagno, R. & Renneboog, L.D.R., 2004. "Capital Structure and Managerial Compensation : The Effects of Renumeration Seniority," Discussion Paper 2004-120, Tilburg University, Center for Economic Research.
    5. Yaofeng Fu & Ruokun Huang & Yiran Sheng, 2017. "Labor Contract Law -An Economic View," Papers 1702.03977, arXiv.org.
    6. Marcelo Bianconi, 2004. "Aggregate and Idiosyncratic Risk and the Behavior of Individual Preferences under Moral Hazard," Discussion Papers Series, Department of Economics, Tufts University 0410, Department of Economics, Tufts University.
    7. McCausland, David & Pouliakas, Konstantinos & Theodossiou, Ioannis, 2005. "Some are Punished and Some are Rewarded: A Study of the Impact of Performance Pay on Job Satisfaction," MPRA Paper 14243, University Library of Munich, Germany.
    8. Rajesh K. Aggarwal & Andrew A. Samwick, 1999. "Executive Compensation, Strategic Competition, and Relative Performance Evaluation: Theory and Evidence," Journal of Finance, American Finance Association, vol. 54(6), pages 1999-2043, December.
    9. Lau, Stephanie, 2011. "Investment incentives in bilateral trading," Games and Economic Behavior, Elsevier, vol. 73(2), pages 538-552.
    10. David Martimort & Flavio Menezes & Myrna Wooders & ELISABETTA IOSSA & DAVID MARTIMORT, 2015. "The Simple Microeconomics of Public-Private Partnerships," Journal of Public Economic Theory, Association for Public Economic Theory, vol. 17(1), pages 4-48, February.
    11. Tiantian Gu & Anand Venkateswaran, 2018. "Firm-supplier relations and managerial compensation," Review of Quantitative Finance and Accounting, Springer, vol. 51(3), pages 621-649, October.
    12. Kuang, Yu Flora & Qin, Bo, 2009. "Performance-vested stock options and interest alignment," The British Accounting Review, Elsevier, vol. 41(1), pages 46-61.
    13. Roussey, Ludivine & Soubeyran, Raphael, 2018. "Overburdened judges," International Review of Law and Economics, Elsevier, vol. 55(C), pages 21-32.
    14. M.-C. Fagart & B. Kambia-Chopin, 2002. "Aléa moral et sélection adverse sur le marché de l’assurance," THEMA Working Papers 2002-09, THEMA (THéorie Economique, Modélisation et Applications), Université de Cergy-Pontoise.
    15. Perrin Lefebvre & David Martimort, 2022. "Delegation, capture and endogenous information structures," Journal of Theoretical Politics, , vol. 34(3), pages 357-414, July.
    16. Xin Qu & Majella Percy & Fang Hu & Jenny Stewart, 2022. "Can CEO equity‐based compensation limit investment‐related agency problems?," Accounting and Finance, Accounting and Finance Association of Australia and New Zealand, vol. 62(2), pages 2579-2614, June.
    17. Hinh Khieu & Nam H. Nguyen & Hieu V. Phan & Jon A. Fulkerson, 2023. "Political Corruption and Corporate Risk-Taking," Journal of Business Ethics, Springer, vol. 184(1), pages 93-113, April.
    18. Nick Zubanov & W.S. Siebert, 2009. "Management economics in a large UK retailer," CPB Discussion Paper 125, CPB Netherlands Bureau for Economic Policy Analysis.
    19. Picard, Pierre, 2000. "On the Design of Optimal Insurance Policies under Manipulation of Audit Cost," International Economic Review, Department of Economics, University of Pennsylvania and Osaka University Institute of Social and Economic Research Association, vol. 41(4), pages 1049-1071, November.
    20. Goergen, Marc & Manjon, Miguel C. & Renneboog, Luc, 2008. "Recent developments in German corporate governance," International Review of Law and Economics, Elsevier, vol. 28(3), pages 175-193, September.

    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:eee:jbrese:v:129:y:2021:i:c:p:927-935. 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: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    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.