Abstract
Prior research suggests that expectations and outcomes of marketplace transactions can vary by the race, ethnicity, and gender of an agent, and customer (Henderson, Hakstian, & Williams 2016; Lindridge, Henderson & Ekpo 2015). Specifically, there is evidence that when customers are demographically-similar to agents, customer satisfaction and agent performance increase. In this research, we examined whether race, as a proxy for culture, matters when consumers interact with artificially intelligent (AI) agents in the context of home rentals. Specifically, we examined whether consumers ascribe racial stereotypes to artificially-intelligent (AI) agents, and whether these stereotypes impact simulated negotiation outcomes.
Journal of the Association for Consumer Research, 8(1), 47-58