AI transparency and bias mitigation in customer service: how ethical culture shapes customer trust
AI transparency and bias mitigation are reframed as governance and organizational control mechanisms, rather than mere technical features, which demonstrates that organizational ethical culture acts as a key informal context, shaping whether customers view these mechanisms as credible signals of fairness and accountabi...
M. Ehsan, Abid Hussain, Jing Song et al.
· International Journal of Eth... · 0 citations