Bezençon, Valéry

2023-08-04, Uysal, Ertugrul Behlül, Sascha Alavi, Bezençon, Valéry

2022-6-9, Puntiroli, Michael, Alavi, Sascha, Bezençon, Valéry, Kocher, Bruno

Billions of people worldwide experience vulnerability in different ways. States, nonprofit and even private organizations develop offers to support vulnerable individuals. It is however unclear how to best encourage such individuals to engage with these offers that are designed to help them. We conducted a field experiment study, in the form of a direct marketing campaign. A total of 9002 randomly selected unemployed people received one of six support messages by SMS, informing them about trainings that could help them find a new job. The support message was either a plain message plus a link to the courses (control), or communicated additional monetary or psychological value. We measured whether participants engaged with the offer. The results showed that all the support messages that communicated additional value generated less engagement compared to the plain control message. Moderation analyses using primary and district-level secondary data associated to vulnerability further highlighted that the level of vulnerability indeed enforces this tendency to mistrust value communicated in messages. The findings suggest that for vulnerable people a more defensive, careful, communication approach is required to foster engagement in well-intentioned offers.

2022-3-22, Uysal, Ertugrul Behlül, Alavi, Sascha, Bezençon, Valéry

Artificial intelligence assistants (AIAs) such as Alexa are prevalent in consumers’ homes. Owing to their powerful artificial intelligence, consumers may perceive that AIAs have a mind of their own, that is, they anthropomorphize them. Past marketing research points to beneficial effects of AIA anthropomorphism for consumers and companies, while potential harmful effects have not been empirically explored. In examining both beneficial and harmful effects, this paper adopts a relationship perspective. Indeed, consumers spend large amounts of time with their AIAs, potentially developing a relationship over time that builds on an exchange of benefits and (psychological) costs. A preliminary survey and user interviews, a field study and a field experiment with AIA users show that AIA anthropomorphism may threaten users’ identity, which disempowers them, creates data privacy concerns and ultimately undermines their well-being. These harmful effects particularly emerge in close, long relationships. The field experiment uncovers three empowering interventions which attenuate harmful effects of AIA anthropomorphism in relationships with consumers. With AI-powered technologies taking larger roles in our daily lives, our research highlights key future directions to investigate the permanent ongoing nature of the consumer–AI relationships.

2022, Bezençon, Valéry, Cottagnoud, Sophie, Dubuis, Alexandre, Karine Gallopel-morvan, Dominique Crié

2023, Purohit, Aditya Kumar, Bergram, Kristoffer, Louis Barclay, Bezençon, Valéry, Holzer, Adrian

2022-4-28, Bergram, Kristoffer, Djokovic, Marija, Bezençon, Valéry, Holzer, Adrian

2022-2-18, Uysal, Ertugrul Behlül, Alavi, Sascha, Bezençon, Valéry

Artificial intelligence assistants (AIAs) such as Alexa are prevalent in consumers’ home. Due to their powerful artificial intelligence, consumers may perceive that AIAs have a mind of their own, that is, they are anthropomorphizing them. Past marketing research points to beneficial effects of AIA anthropomorphism for consumers and companies, while potential harmful effects are less explored. To examine both beneficial and costly effects, the paper adopts a relationship perspective. Indeed, consumers spend large amounts of time with their AIA, potentially developing a relationship over time that builds on an exchange of benefits and (psychological) costs. A field study and a field experiment with AIA users show that AIA anthropomorphism may threaten users’ identity, which disempowers them, creates data privacy concerns and ultimately undermines their well-being. These harmful effects particularly emerge in close, long relationships. The field experiment uncovers three empowering interventions, which attenuate harmful effects of AIA anthropomorphism in relationships with consumers.

2023, Bezençon, Valéry, Lanz, Bruno, De Santo, Alessio, Holzer, Adrian

2022-4-26, Puntiroli, Michael, Moussaoui, Lisa S., Bezençon, Valéry

It is unclear whether knowledge about a customer’s current sustainable behaviours, such as their choice of lightbulbs or travel mode, allows us to predict the sustainable behaviours they will carry out in the future. We address this in a large longitudinal study (N = 2177) where participants provided self-reports on electricity-, heating- and mobility related consumption at two separate times, three years apart. The results highlighted a high level of temporal consistency, whereby carrying out one sustainable behaviour predicted consumers would be carrying out the same behaviour three years later. However, sustainable behaviours generally did not drive other different sustainable behaviours years later (i.e. no spillover). In fact, isolated instances of spillover emerged only between different kinds of mobility-related consumption among consumers with high environmental values. Overall, the findings indicate a high degree of consistency in sustainable behaviour even years apart, and limited spillover from one sustainable behaviour to another.

2022-1-27, Bezençon, Valéry