Insights Into the Black Box: Input Explainability of Algorithmic Decisions Drives Consumer Satisfaction in the Digital World

We find that the negative effects of algorithmic (vs. human) choice on satisfaction are driven by lower trust in the algorithm, which results from people’s perception that the algorithm is a black box, i.e., is less transparent. We reveal explainability as an effective intervention to increase satisfaction with algorithmic choice.



Citation:

Ipek Demirdag and Suzanne Shu (2020) ,"Insights Into the Black Box: Input Explainability of Algorithmic Decisions Drives Consumer Satisfaction in the Digital World", in NA - Advances in Consumer Research Volume 48, eds. Jennifer Argo, Tina M. Lowrey, and Hope Jensen Schau, Duluth, MN : Association for Consumer Research, Pages: 297-298.

Authors

Ipek Demirdag, University of California Los Angeles, USA
Suzanne Shu, University of California Los Angeles, USA



Volume

NA - Advances in Consumer Research Volume 48 | 2020



Share Proceeding

Featured papers

See More

Featured

P3. Cash Costs You: The Pain of Holding

J Zenkic, University of Melbourne, Australia
Kobe Millet, Vrije Universiteit Amsterdam
Nicole Mead, University of Melbourne, Australia

Read More

Featured

When Stigma Does Good: Accentuating Certain Aspects of Stigma Enhances Effectiveness of Mental Health Messages

Chethana Achar, University of Washington, USA
Nidhi Agrawal, University of Washington, USA

Read More

Featured

Pursue Your Passions: Cultural Discourses about Consumer’s Heroic Wilderness Adventures

Nathan Warren, University of Oregon, USA
Linda L Price, University of Oregon, USA

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.