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Research reveals negative effects of hotel app adoption on customer spending


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College Park, Md. - Companies have often considered app adoption among their customers to have a positive impact on customer spending. According to new research from marketing professor P.K. Kannan at the University of Maryland s Robert H. Smith School of Business, higher app adoption among hotel chains could be linked to lower spending among lower-level loyalty customers, who are more likely to use apps to get the best deals.
Kannan worked with Xian Gu, an assistant professor of marketing at Indiana University, for the research, published as The Dark Side of Mobile App Adoption: Examining the Impact on Customers Multichannel Purchase, in the ....

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The Feeling Economy: How AI is Creating the Era of Empathy


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COLLEGE PARK, Md., Jan. 21, 2021 /PRNewswire/ The next stage in the evolution of artificial intelligence (AI) has workforce implications that may seem surprising. Rather than fostering tech-savvy, AI is making emotional intelligence and empathy increasingly important, and analytical ability less important, write Roland Rust of University of Maryland s Robert H. Smith School of Business and co-author Ming-Hui Huang in their book The Feeling Economy: How Artificial Intelligence Is Creating the Era of Empathy, released today by Springer International Publishing.
Ironically, as AI is becoming more able to think, human intelligence is deemphasizing thinking in favor of feeling and interpersonal relationships, says Rust, Distinguished University Professor, David Bruce Smith Chair in Marketing and founder and Executive Director of the Center for Excellence in Service at Maryland Smith. ....

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