Scholarlink

<p>Leveraging algorithms to provide performance feedback to employees has become widespread in organizations. Algorithm-generated feedback is quite different from human’s feedback in feedback form and employees’ perceptions, so it is hard to directly predict the effect of algorithm-generated feedbacks. Despite the widespread use of algorithm-generated feedback in workplace, there is scant empirical evidence revealing its impacts. To address this gap, we empirically examine the effects of the implementation of an algorithm-generated feedback system through a field experiment conducted in the logistics industry. The results indicated that the algorithm-generated feedback significantly reduces customer complaints by about 20%. Additionally, employees with less work experience or lower workloads benefit from algorithm-generated feedback more. This work offers empirical evidence on the business value of algorithm-generated feedback and highlights the importance of employee characteristics in understanding and managing the effects of algorithmic supervision in the workplace.</p>

错误：搜索内容不能为空，请输入英文关键词
错误：关键词超出字数限制，请精简
高级检索

Reducing Customer Complaints through Algorithm-Generated Feedback: Evidence from a Field Experiment

  • 期刊论文

  • 发表日期：

    2025年4月23日

查看全文
  • Hongshuyu Deng,
  • Xiaotian Zhuang,
  • Muxuan Du,
  • Lingli Wang,
  • Ding Wu

摘要

Leveraging algorithms to provide performance feedback to employees has become widespread in organizations. Algorithm-generated feedback is quite different from human’s feedback in feedback form and employees’ perceptions, so it is hard to directly predict the effect of algorithm-generated feedbacks. Despite the widespread use of algorithm-generated feedback in workplace, there is scant empirical evidence revealing its impacts. To address this gap, we empirically examine the effects of the implementation of an algorithm-generated feedback system through a field experiment conducted in the logistics industry. The results indicated that the algorithm-generated feedback significantly reduces customer complaints by about 20%. Additionally, employees with less work experience or lower workloads benefit from algorithm-generated feedback more. This work offers empirical evidence on the business value of algorithm-generated feedback and highlights the importance of employee characteristics in understanding and managing the effects of algorithmic supervision in the workplace.