欺骗性聊天机器人使用的声誉和道德后果
Jack McGuire1, David De Cremer2, Yorck Hesselbarth3
1Department of Management and Organisation, NUS Business School, National University of Singapore, 15 Kent Ridge Drive, Singapore, 119245, Singapore. j.mcguire@u.nus.edu.
Scientific reports
|September 27, 2023
概括
组织使用聊天机器人欺骗性地冒着损害其声誉和影响员工的风险. 不披露聊天机器人使用导致客户认为组织不太符合伦理,增加员工流动,损害就业前景.
科学领域:
- 商业道德 商业道德
- 人与计算机的交互
- 组织心理学 组织心理学
背景情况:
- 聊天机器人提供经济效益,但面临客户偏好人类互动.
- 这为组织秘密部署聊天机器人提供了激励.
- 客户不配合已知的聊天机器人促使考虑欺骗性做法.
研究的目的:
- 调查未披露的聊天机器人使用对声誉和员工的影响.
- 为了确定欺骗性聊天机器人部署是否会损害组织道德观.
- 评估对员工流动意图和就业机会的影响.
主要方法:
- 进行了四项实验性研究.
- 研究1:根据聊天机器人披露,评估客户对组织道德的看法.
- 研究2-4:检查了员工流动意图和就业前景,以应对促进欺骗性聊天机器人使用.
主要成果:
- 客户认为使用未公开聊天机器人的组织不太道德.
- 促进欺骗性聊天机器人使用的员工表现出更高的营业额意图.
- 这些员工从招聘机构获得的就业机会较差.
结论:
- 欺骗性聊天机器人实施对组织产生了重大负面影响.
- 负面影响扩展到客户的看法和员工的幸福感.
- 未公开的聊天机器人使用最终会损害组织的声誉,客户和员工.
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