The DOI matches its Crossref record.
The Feeling Economy: Managing in the Next Generation of Artificial Intelligence (AI)
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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In the citing paper
“Ordered by the difficulty with which AI can address them, there are mechanical, thinking, and feeling AI intelligences (Huang and Rust 2018; Huang et al. 2019).”
From A strategic framework for artificial intelligence in marketing (2021) · cites this paper as Huang et al. 2019
In the citing paper
“managers and management education underpreparing the next generation for feeling and emotional intelligence (Huang and Rust 2018; Huang et al. 2019)”
From A strategic framework for artificial intelligence in marketing (2021) · cites this paper as Huang et al. 2019
In the citing paper
“A consistent finding across domains was the necessity of a central entity to ensure transparency and alignment throughout the lifecycle of AI implementation39–41.”
From Advancing healthcare AI governance through a comprehensive maturity model based on systematic review (2026) · cites this paper as [39]
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Cited by
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A strategic framework for artificial intelligence in marketing
Huang, M.-H., & Rust, R. T. (2021) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-020-00749-9 · Cited by 2,059
“…addressed some issues, such as managers and management education underpreparing the next generation for feeling and emotional intelligence (Huang and Rust 2018; Huang et al. 2019), and IoT may impose constraints and restrictions on consumer journeys (Hoffman and Novak 2018; Novak and Hoffman 2019).”
BackgroundSelf-citationEngaged to a Robot? The Role of AI in Service
Huang, M.-H., & Rust, R. T. (2021) · Journal of Service Research · doi:10.1177/1094670520902266 · Cited by 1,185
“There are two defining characteristics of AI that result in AI being able to adapt to changing needs (Huang and Rust 2018; Huang, Rust, and Maksimovic 2019): Self-learning.”
BackgroundMethodInfluentialSelf-citationVaio, A. D., Palladino, R., Hassan, R., & Escobar, O. (2020) · Journal of Business Research · doi:10.1016/j.jbusres.2020.08.019 · Cited by 1,320
Artificial Intelligence and Business Value: a Literature Review
Enholm, I. M., Papagiannidis, E., Mikalef, P., & Krogstie, J. (2022) · Information Systems Frontiers · doi:10.1007/s10796-021-10186-w · Cited by 1,046
“The introduction of AI and displacement or shifting of several conventional job roles is likely to lead to increased tensions, conflict, and feelings of distrust towards the technology itself and the units that promote its deployment (Huang et al., 2019).”
BackgroundMakarius, E. E., Mukherjee, D., Fox, J. D., & Fox, A. K. (2020) · Journal of Business Research · doi:10.1016/j.jbusres.2020.07.045 · Cited by 780
Metadata
- Authors
- Huang, M.-H., Rust, R., & Maksimovic, V.
- Affiliations
- National Taiwan University (TW)
- University of Maryland, College Park (US)
- 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
- 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
- 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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