Helping or Hindering? How Clients’ Experiences Relate to Their Robo Advisory Use Schulz, Anke Tuschke, Anja Ilgen, Alexander 2021-12-24T17:26:20Z 2021-12-24T17:26:20Z 2022-01-04
dc.description.abstract Firms are increasingly introducing new business models based on digital technologies in knowledge-intensive, risky contexts that were long immune to them. In the financial industry, banks are opening themselves to robo advisory, an algorithm-based service supporting private clients’ investment decisions. Based on our access to a recent data set of 11,302 clients from a leading German robo advisory provider, we have the unique opportunity to analyze how clients react to algorithm-based services in contexts with high uncertainty and risk. Guided by theorical foundations of knowledge and routines, we find clients’ personal and business experiences with the focal bank to both, help and hinder their robo advisory use.
dc.format.extent 10 pages
dc.identifier.doi 10.24251/HICSS.2022.136
dc.identifier.isbn 978-0-9981331-5-7
dc.language.iso eng
dc.relation.ispartof Proceedings of the 55th Hawaii International Conference on System Sciences
dc.rights Attribution-NonCommercial-NoDerivatives 4.0 International
dc.subject Algorithm-based Advisory in the Service Sector
dc.subject ai
dc.subject banking industry
dc.subject decision-making
dc.subject experience
dc.subject robo advisory
dc.title Helping or Hindering? How Clients’ Experiences Relate to Their Robo Advisory Use
dc.type.dcmi text
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