TY  - JOUR
A1  - Monod, Emmanuel
A1  - Lissillour, Raphael
A1  - Köster, Antonia
A1  - Jiayin, Qi
T1  - Does AI control or support?
BT  - power shifts after AI system implementation in customer relationship management
JF  - Journal of decision systems
N2  - Many companies are currently investing in artificial intelligence (AI) because of its potential to increase customer satisfaction or financial performance. However, the success rates in implementing AI systems are low, partly due to technology-centric approaches that neglect work practices. This study draws on Bourdieu’s theory of practice to highlight the potential power shift related to AI in customer relationship management, based on the concepts field, capital, and habitus. Two longitudinal case studies were conducted to understand the power shift related to AI implementation. These two AI systems were designed with the objective to support employees. However, subsequently, their implementation changed the balance of power with a significant shift towards more management control, resulting in a devaluation of employees’ work practices. The paper discusses implications for theory and practice in terms of the discrepancies and power shifts following the introduction of AI systems to support customer relationship management.
KW  - artificial intelligence
KW  - customer relationship management
KW  - theory of practice
KW  - field of power
KW  - social capital
KW  - economic capital
KW  - cultural capital
KW  - symbolic capital
KW  - habitus
Y1  - 2022
U6  - https://doi.org/10.1080/12460125.2022.2066051
SN  - 1246-0125
SN  - 2116-7052
VL  - 32
IS  - 3
SP  - 542
EP  - 565
PB  - Taylor & Francis
CY  - Abingdon
ER  - 
TY  - JOUR
A1  - Ambrasat, Jens
A1  - von Scheve, Christian
A1  - Schauenburg, Gesche
A1  - Conrad, Markus
A1  - Schröder, Tobias
T1  - Unpacking the Habitus: Meaning Making Across Lifestyles
JF  - Sociological Forum
KW  - cognition
KW  - culture
KW  - habitus
KW  - identity
KW  - lifestyles
KW  - stratification
Y1  - 2016
U6  - https://doi.org/10.1111/socf.12293
SN  - 0884-8971
SN  - 1573-7861
VL  - 31
SP  - 994
EP  - 1017
PB  - Wiley-Blackwell
CY  - Hoboken
ER  -