Industrial Marketing Management, volume 115, pages 127-142
Collaboration with machines in B2B marketing: Overcoming managers' aversion to AI-CRM with explainability
2
Espace-Dev, UPVD, Perpignan, France
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Publication type: Journal Article
Publication date: 2023-11-01
Journal:
Industrial Marketing Management
Quartile SCImago
Q1
Quartile WOS
Q1
Impact factor: 10.3
ISSN: 00198501
Marketing
Abstract
This paper links negative emotions to AI and examines their influence on aversion to collaborating with AI in customer relationship management. It aims to understand working with AI-CRM and considers AI-based recommendations in marketing decision-making. This article is empirically supported by three experimental studies involving over seven hundred B2B customer relationship management-committed managers. It demonstrates that eXplainable Artificial Intelligence (XAI) is a tool that can help mitigate the dark sides of collaboration with AI and increase the propensity to incorporate its suggestions in customer relationship management decision-making.
Top-30
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Citations by publishers
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Elsevier
2 publications, 28.57%
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Emerald
2 publications, 28.57%
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IEEE
1 publication, 14.29%
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Taylor & Francis
1 publication, 14.29%
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IOS Press
1 publication, 14.29%
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- We do not take into account publications without a DOI.
- Statistics recalculated only for publications connected to researchers, organizations and labs registered on the platform.
- Statistics recalculated weekly.
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Gaczek P., Leszczyński G., Mouakher A. Collaboration with machines in B2B marketing: Overcoming managers' aversion to AI-CRM with explainability // Industrial Marketing Management. 2023. Vol. 115. pp. 127-142.
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Gaczek P., Leszczyński G., Mouakher A. Collaboration with machines in B2B marketing: Overcoming managers' aversion to AI-CRM with explainability // Industrial Marketing Management. 2023. Vol. 115. pp. 127-142.
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TY - JOUR
DO - 10.1016/j.indmarman.2023.09.007
UR - https://doi.org/10.1016/j.indmarman.2023.09.007
TI - Collaboration with machines in B2B marketing: Overcoming managers' aversion to AI-CRM with explainability
T2 - Industrial Marketing Management
AU - Gaczek, Piotr
AU - Leszczyński, Grzegorz
AU - Mouakher, Amira
PY - 2023
DA - 2023/11/01
PB - Elsevier
SP - 127-142
VL - 115
SN - 0019-8501
ER -
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@article{2023_Gaczek,
author = {Piotr Gaczek and Grzegorz Leszczyński and Amira Mouakher},
title = {Collaboration with machines in B2B marketing: Overcoming managers' aversion to AI-CRM with explainability},
journal = {Industrial Marketing Management},
year = {2023},
volume = {115},
publisher = {Elsevier},
month = {nov},
url = {https://doi.org/10.1016/j.indmarman.2023.09.007},
pages = {127--142},
doi = {10.1016/j.indmarman.2023.09.007}
}