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Date(s) - 31Oct
09:00:00 - 17:00:00

Hong Kong Disneyland Resort


Recent developments in artificial intelligence and data analytics are facilitating the automation of some customer effort and allow the emergence of big-data-driven, micro-targeting marketing practices. They can, on the one hand, contribute to customer well-being by making customer choices easier, more practical, and more efficient. On the other hand, they can also undermine customers’ sense of autonomy, the absence of which can be destructive to customer well-being.

The 2019 HKCCA Symposium explores how customers’ sense of autonomy in making choices affects their well-being; how new technologies may enhance or diminish customers’  perceptions of being in control of their choices and how either of those can, in turn, enhance of detract from customer well-being.