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
Q1
Q1
SJR: 2.705
CiteScore: 17.3
Impact factor: 7.8
ISSN: 00198501, 18732062
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.
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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
SN - 1873-2062
ER -
Cite this
BibTex (up to 50 authors)
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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}
}