Algorithmic inequality by design: Human resistance and its limits in chatbot-based customer service.

This study focuses on the social inequalities embedded within chatbot-based customer service (CBCS) algorithms and those arising during their implementation, further examining users' resistance strategies and their effectiveness. Using a netnographic approach and framed by critical algorithm studies...

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Detalles Bibliográficos

Publicado en:	Big Data & Society Vol. 13; no. 2; pp. 1 - 15
Autor principal:	Zhao, Guoning
Formato:	Artículo
Publicado:	Sage Publications Inc. Apr-Jun2026
Materias:	Customer services Algorithms Social network analysis Algorithmic bias Social stratification
Acceso en línea:	Ver este registro en EBSCOhost