The Dark Side of AI Anthropomorphism: A Case of Misplaced Trustworthiness in Service Provisions
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2025-01-07
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5690
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Anthropomorphism, the attribution of human-like traits, qualities, and mental states to non-human agents, is increasingly ubiquitous in artificial intelligence (AI) applications within service provisions. While imbuing anthropomorphism into AI agents enhances user interaction, it also has a dark side that poses significant ethical concerns by potentially causing harm to consumers. In response, our study constructs a framework to explain how anthropomorphic features in AI agents can lead to misplaced trustworthiness among consumers. We adopt a sociotechnical perspective and employ a case study design to achieve this. Our findings hope to advance the social sustainability of AI to promote responsible production and consumption patterns in global service markets.
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Dark Sides of AI and Digital Technologies, artificial intelligence; ai anthropomorphism; misplaced trustworthiness; ethics; service research; sociotechnical theory
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10
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Proceedings of the 58th Hawaii International Conference on System Sciences
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Attribution-NonCommercial-NoDerivatives 4.0 International
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