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No one is watching: AI service agents and the rise of unethical consumer behavior
- Truvace record
- TRV-2026-2602raw data (JSON)
- Version
- v1Published
- First published
- Evidence type
- Controlled or validated comparison
- Sources
- 1 sourcePeer-reviewed
- sha256
- 397a7d62ac46…check it
The growing use of artificial intelligence (AI) agents in frontline service roles is reshaping frontline interactions, with important implications for consumer ethical behavior. This research examines whether AI-mediated service interactions increase unethical consumer behavior and identifies the psychological mechanism underlying this effect. Across a pilot study and three experiments, we show that consumers who interact with AI agents report higher unethical behavioral intentions than those who interact with h…
The problem
In a pilot study and three experiments, consumers who dealt with AI service agents reported higher unethical behavioral intentions than those who dealt with human employees, because they saw the agent as less able to morally judge them.
What this doesn’t fix
The outcome measured was reported unethical behavioral intentions, not observed real-world misconduct.
Sources
1 on file- Journal of Retailing and Consumer Servicesdoi:10.1016/j.jretconser.2026.105001
Cite this record
v1Truvace Impact Record TRV-2026-2602, v1: “No one is watching: AI service agents and the rise of unethical consumer behavior.” Truvace, 2026-11-12. /record/TRV-2026-2602 (accessed on the day you copy it). sha256 397a7d62ac46b5df…
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