The DOI matches its Crossref record; 17 of the 17 references it cites were found in a registry or an index.
Who do you choose? Comparing perceptions of human vs robo-advisor in the context of financial services
Abstract
Purpose: This study aims to investigate the differences in consumers’ perceptions of trust, performance expectancy and intention to hire between human financial advisors with high/low expertise and robo-advisors. Design/methodology/approach: Three experiments were conducted. The respondents were randomly assigned to human advisors with high/low expertise or a robo-advisor. Data were analyzed using MANCOVA. Findings: The results suggest that consumers prefer human financial advisors with high expertise to robo-advisors. There are no significant differences between robo-advisors and novice financial advisors regarding performance expectancy and intention to hire. Originality/value: This pioneering study extends the self-service technology adoption theory to examine adoption of robo-advisors vs human financial advisors with different expertise levels. To the best of the authors’ knowledge, it is among the first studies to address multi-dimensionality of trust in the context of artificial intelligence-based self-service technologies.
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Citations
Cites
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Algorithm aversion: People erroneously avoid algorithms after seeing them err.
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Cited by
Dwivedi, Y. K., Kshetri, N., Hughes, L., Slade, E. L., Jeyaraj, A., Kar, A. K., Baabdullah, A. M., Koohang, A., Raghavan, V., Ahuja, M., et al. (2023) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2023.102642 · Cited by 4,584
What influences algorithmic decision-making? A systematic literature review on algorithm aversion
Mahmud, H., Islam, A. K. M. N., Ahmed, S. I., & Smolander, K. (2022) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2021.121390 · Cited by 601
Northey, G., Hunter, V., Mulcahy, R., Choong, K., & Mehmet, M. (2022) · International Journal of Bank Marketing · doi:10.1108/ijbm-09-2021-0439 · Cited by 95
The Effects of Perceived AI Use On Content Perceptions
Rae, I. (2024) · Proceedings of the CHI Conference on Human Factors in Computing Systems · doi:10.1145/3613904.3642076 · Cited by 42
Gelbrich, K., Roschk, H., Miederer, S., & Kerath, A. (2026) · Journal of Marketing · doi:10.1177/00222429251344139 · Cited by 38
Metadata
- Authors
- Zhang, L., Pentina, I., & Fan, Y.
- Venue
- Journal of Services Marketing
- Publisher
- Emerald
- Published
- 2021-02-03
- Volume
- 35
- Issue
- 5
- Pages
- 634-646
- ISSN
- 0887-6045 (ISSN-L)
- OpenAlex
- W3132244519
- Cited by
- 197
- References
- 17
- FWCI
- 21.31
- Type
- journal article
- Language
- en
- Open access
- closed
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- Zhang, L., Pentina, I., & Fan, Y. (2021). Who do you choose? Comparing perceptions of human vs robo-advisor in the context of financial services. Journal of Services Marketing. https://doi.org/10.1108/jsm-05-2020-0162
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
