2024/10/01 by Venkatesh Shankar · 38 citations
Business, Management and Accounting · Computer Science · Psychology · Social Sciences · #AI in Service Interactions #Big Data and Business Intelligence #Ethics and Social Impacts of AI #Political science #Psychology #Social psychology #Sociology
paper · doi:10.1177/02761467241286483
published in Journal of Macromarketing 44(4), 892-899 (SAGE Publishing)
crossref issued 2024/10/01 · crossref published 2024/10/01 · crossref published-online 2024/10/01 · openalex publication_date 2024/10/01 · crossref created 2024/10/01 · crossref published-print 2024/12/01 · openalex created_date 2025/10/10 · crossref deposited 2026/04/29 · openalex updated_date 2026/08/05 · crossref indexed 2026/08/05
This commentary explores the transformative potential and inherent risks associated with artificial intelligence (AI), particularly generative AI. It focuses on the dual nature of AI, where it offers substantial benefits in industries like retailing, and social media, while also presenting challenges related to ethics, privacy, and job displacement. The article introduces a framework to analyze AI's organizational impact, categorizing outcomes based on how AI supports or disrupts the status quo. It discusses AI's contribution to operational efficiency, demand expansion, and business transformation, acknowledging both the promise of enhanced customer experiences and the peril of ethical dilemmas such as algorithmic bias and data privacy concerns. It explores real-world applications of AI, such as personalized customer engagement and healthcare diagnostics. At the same time, the article critically examines negative implications, including job displacement, wage polarization, and the erosion of human connection in customer service. The commentary offers a balanced perspective, urging businesses and policymakers to embrace Responsible AI principles like fairness, reliability, and accountability. The article projects the future of AI, particularly advancements in agentic AI, artificial general intelligence (AGI), and artificial superintelligence (ASI), as holding both enormous potential and severe risks. It concludes by calling for a thoughtful, regulated approach to AI development to ensure it serves the greater good while mitigating its risks.