活动安排
时间：2025年4月21日（周一）下午13:00-14:30
讲座地点：松江校区2教楼235教室
主 讲 人：陆瑶 清华大学经管学院教授
主 持 人：杨晓兰 教授
讲座摘要
We conduct a randomised control treatment (study) to explore the effects of the introduction of a voice assistant, in collaboration with a large hotel in Shanghai. The voice assistant responds to verbal queries from and provides information to the guests, and also controls the operation of various equipment in the room (including the TV, thermostat and the blinds). While this technology was intended to enhance customer experience, we find evidence for negative effects on customer experience and for the firm. In particular, we find a significant increase in the number and duration of calls to the front desk. This increase is more pronounced for older guests, and for more premium rooms. An analysis of the sentiment in the calls (both manual-based on audio file sample and AI-based on text analysis of all calls) suggest a decline in sentiment (more negative sentiment) after the installation of voice assistants. Our findings are consistent with the presence of adjustment costs, including learning costs for customers, following the introduction of smart technology.
嘉宾简介
陆瑶，清华大学经管学院金融系教授，高层次国家级人才获得者。美国密歇根大学-安娜堡分校罗斯商学院博士。曾获国家自然科学基金委优青，国家自然科学基金“特优”结题。主要研究领域为企业并购与重组，公司治理，技术变革对企业投融资以及发展的影响，劳动与金融，资本市场改革与发展等。曾经在国内外顶级权威学术期刊发表（或接收）论文60篇。其中，包括Journal of Finance，Management Science，Journal of Financial Economics，Journal of Financial and Quantitative Analysis，Review of Economics and Statistics，Review of Finance，Journal of Corporate Finance，《经济研究》，《管理世界》，《世界经济》，《管理科学学报》，《金融研究》，《经济学（季刊）》等顶级国内外学术期刊。主持纵向研究课题20余项。担任中国金融学会理事等，担任Journal of Comparative Economics副主编，Pacific-Basin Finance Journal副主编等。
承办单位
金融科技与公司财务系
金融科技与行为经济研究所
科研与师资发展办公室
