The Feeling Economy: How Artificial Intelligence Is Creating the Era of Empathy

Roland T. Rust · Ming-Hui Huang

Jul 2021 · Gildan Media · Narrated by Sara Sheckells

About this audiobook

As machines are trained to "think," many tasks that previously required human intelligence are becoming automated through artificial intelligence. However, it is more difficult to automate emotional intelligence, and this is where the human worker's competitive advantage over machines currently lies. This book explores the impact of AI on everyday life, looking into workers' adaptation to these changes, the ways in which managers can change the nature of jobs in light of AI developments, and the potential for humans and AI to continue working together. The book argues that AI is rapidly assuming a larger share of thinking tasks, leaving human intelligence to focus on feeling. The result is the "Feeling Economy," in which both employees and consumers emphasize feeling to an unprecedented extent, with thinking tasks largely delegated to AI. The book shows both theoretical and empirical evidence that this shift is well underway. Further, it explores the effect of the Feeling Economy on our everyday lives in the areas such as shopping, politics, and education. Specifically, it argues that in this new economy, through empathy and people skills, women may gain an unprecedented degree of power and influence.

Ratings and reviews

Business studies

About the author

Roland T. Rust is Distinguished University Professor, David Bruce Smith Chair in Marketing at the Robert H. Smith School of Business, and founder and executive director of the Center for Excellence in Service at the University of Maryland.

Ming-Hui Huang is Distinguished Professor of Information Management at National Taiwan University, Taiwan. Her research focuses on the intersection of technology and strategy, and its impact on service.

Telling stories as a radio host, then as a costumed tour guide, Sara Sheckells followed a career path into academia before her love of the literary pulled her back to the mic. Her narration style has been described as sophisticated, smooth, and smart. A New England native, Sara lives north of Boston with her family.