Artificial intelligence (AI) in FinTech decisions: the role of congruity and rejection sensitivity
International Journal of Bank Marketing
ISSN: 0265-2323
Article publication date: 5 May 2023
Issue publication date: 24 August 2023
Abstract
Purpose
The digital revolution has changed consumer–service provider interaction, spawning a new generation of FinTech. This paper analyzes consumers' reactions to artificial intelligence (AI) (vs human) decisions.
Design/methodology/approach
The authors tested their predictions by conducting two experimental studies with FinTech consumers (n = 503).
Findings
The results reveal that consumers' responses to AI (vs human) credit decisions depend on the type of credit product. For personal loans, the rejection by an AI provider triggers higher levels of satisfaction compared to a credit analyst. This effect is explained via the perceived role congruity. In addition, the findings reveal that consumers’ rejection sensitivity determines how they perceive financial services role congruity.
Originality/value
To the best of the authors' knowledge, this research is the first to jointly examine AI (vs human) credit decisions in FinTech and role congruity, extending prior research in the field.
Keywords
Acknowledgements
These two authors (Ana Rita Gonçalves, Amanda Breda Meira) equally contributed to this research.
Funding: This work received partial support from national funds through FCT (Fundação para a Ciência e a Tecnologia), under the projects - UIDB/04152/2020 - DSAIPA/DS/0113/2019 - Centro de Investigação em Gestão de Informação (MagIC)/NOVA IMS project.
Citation
Gonçalves, A.R., Breda Meira, A., Shuqair, S. and Costa Pinto, D. (2023), "Artificial intelligence (AI) in FinTech decisions: the role of congruity and rejection sensitivity", International Journal of Bank Marketing, Vol. 41 No. 6, pp. 1282-1307. https://doi.org/10.1108/IJBM-07-2022-0295
Publisher
:Emerald Publishing Limited
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