Emerging Technologies and Consumer Well-Being

Éditeurs invités

• Jie G. Fowler, Valdosta State University
• Suzanne Makarem, Virginia Commonwealth University
• Tae-Young Pak, Sungkyunkwan University

Synthèse

This special issue investigates how emerging technologies such as artificial intelligence, robotics, and self-service technologies influence consumer experiences and well-being in transformative service sectors like healthcare, hospitality, and finance. While research on technology adoption exists, gaps remain regarding value creation with service robots, customer engagement in AI interactions, and hybrid technology-human service encounters. The use of such technologies raises important concerns about trust, data disclosure, and potential negative outcomes when they replace human contact or lack transparency.

The issue seeks submissions examining the broad impacts of emerging technologies on consumers across various contexts, including financial decision-making, health behaviors, healthcare access, and ethical considerations around algorithmic bias and privacy. Research should address both the benefits and risks of these technologies, particularly for vulnerable populations and in complex service environments where human-technology interaction shapes consumer outcomes and societal welfare.

Thèmes proposés

• Consumer emotions during encounters with emerging technologies throughout the service journey
• Role of new and emerging technologies in customer experiences of service failure and recovery
• Consumer socialization and consumer roles during interactions with robotic service providers
• Impact of AI and Robotics on consumer participation and value co-creation in extended and complex services
• AI-powered chatbots and consumer financial behaviors
• Personalized recommendation from financial applications and financial decision-making
• Efficacy of AI-generated financial advice and its impact on financial well-being
• Robo-advisors and potential behavioral biases in financial decision-making
• AI-based technologies and financial capability and well-being
• Impact of emerging technologies on financial literacy, financial education, financial inclusion, and financial well-being
• Impact of wearable devices and mobile apps on consumer health behaviors and outcomes
• Use of Augmented reality (AR) and virtual reality (VR) in enhancing service experiences and consumer well-being outcomes
• Role of AI-powered chatbots and virtual assistants in providing personalized support during highly stressful service touchpoints
• The effect of virtual service provision, such as telemedicine and virtual coaching services, on access to services and on the physical and emotional well-being of underserved populations
• Consumer trust of AI and robotics use in service encounters and the role of disclosure
• AI and algorithmic bias and its implications for vulnerable consumers, especially in financial services
• Societal concerns about consumer safety, privacy, and public services access given data collection by new and emerging technologies, including health monitoring technologies and biometric and facial recognition technologies
• Ethical considerations of the use of new and emerging technologies in high-risk complex and extended services such as healthcare emergency services and law enforcement
• Ethical considerations of using AI in finance, including issues of bias, transparency, and the potential for manipulation