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The Feeling Economy: Managing in the Next Generation of Artificial Intelligence (AI)

Huang, Ming-Hui, Rust, Roland, Maksimovic, Vojislav·2019·California Management Review

DOI 10.1177/0008125619863436

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Abstract

The capability of AI is currently expanding beyond mechanical and repetitive to analytical and thinking. A “Feeling Economy” is emerging, in which AI performs many of the analytical and thinking tasks, and human workers gravitate more toward interpersonal and empathetic tasks. Although these people-focused tasks have always been important to jobs, they are now becoming more important to an unprecedented degree. To manage more effectively in the Feeling Economy, managers must adapt the nature of jobs to compensate for the fact that many of the analytical and thinking tasks are increasingly being performed by AI, and, thus, human workers must place increased emphasis on the empathetic and emotional dimensions of their work.

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“…arising from growing unemployment rates and job losses, poverty, and socioeconomic uncertainties (Carreea, & Thurika, 2002; Huang & Chen, 2021; Huang & Donner, 2018; Kansheba, 2020; Quaidoo, 2018), it is important to identify and understand comprehensively the antecedents and catalysts for…”

Authors: Huang, M.-H., Rust, R., & Maksimovic, V.
Affiliations: National Taiwan University (TW)
University of Maryland, College Park (US)
ORCID: Huang, Ming-Hui
Rust, Roland
Maksimovic, Vojislav
Venue: California Management Review
Publisher: SAGE Publications
Published: 2019-07-21
Volume: 61
Issue: 4
Pages: 43-65
ISSN: 0008-1256 (ISSN-L)
2162-8564
DOI: 10.1177/0008125619863436
OpenAlex: W2964167195
Cited by: 591
References: 0
Citations by year: 2026: 90 · 2025: 131 · 2024: 116 · 2023: 86 · 2022: 73 · 2021: 59 · 2020: 32 · 2019: 4
FWCI: 58.87
Type: journal article
Language: en
Open access: closed
Licence: journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
Locations: California Management Review (publishedVersion)
Topics: Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › AI and HR Technologies
Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Corporate Management and Leadership
Social Sciences › Decision Sciences › Management Science and Operations Research › Impact of AI and Big Data on Business and Society
Keywords: artificial intelligence, human-AI collaboration, job design, emotional labor, empathy, interpersonal work, future of work

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The Feeling Economy: Managing in the Next Generation of Artificial Intelligence (AI)

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