Offended by the algorithm
The hidden interpersonal costs of clients seeking AI second opinion
Bibliographic Data
| ID | 21563707 |
|---|---|
| Authors | Gerri Spassova (0000-0001-5040-3869, Monash University, corresponding author), Mauricio Palmeira (0000-0002-6069-1718, University of South Florida St. Petersburg) |
| Year | 2026 |
| Volume | 179 |
| Pages | 108934 |
| Publication date | 2026-06-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Computers in Human Behavior (JOURNAL) |
| Journal identifiers | ISSN: 0747-5632 • E-ISSN: 1873-7692 |
| Publisher | Elsevier BV (PUBLISHER) |
| DOI | 10.1016/j.chb.2026.108934 |
| OpenAlex | W7127124001 |
| Language | EN |
| References cited | 41 |
Rapid advances in artificial intelligence have enabled the rise of AI-enabled advisory tools. While these tools benefit decision-makers, they also introduce new competitive pressures for human advisors whose expertise they may complement or replace. Prior research shows that advisors react negatively when clients approach other advisors, feeling offended and becoming less willing to maintain the relationship. Yet little is known about how advisors respond when the other advisor is an AI system rather than a human. Across four studies, we examine how professionals perceive and react to clients who consult AI-enabled (vs. other human) advisors. We find that learning a client has also sought AI (vs. other human) advice decreases focal advisors’ motivation to work with that client. This effect persists even when clients use AI only for background information or as a complementary resource. We propose that advisors view AI as substantially inferior to themselves; thus, being placed in the same category as an AI system feels insulting and signals disrespect, undermining advisors’ willingness to engage. We also show that consulting AI may change perceptions of the client, making them appear less competent and warm. Our work contributes to emerging research on the advisor perspective and extends the literature on human responses to AI by shifting attention from AI users to service providers. Practically, the findings suggest that clients’ seemingly innocuous use of AI tools may unintentionally erode their relationships with human advisors. • Seeking second opinion from AI erodes advisors’ motivation to work with the client. • The effect persists when AI is consulted for initial or complementary information. • Feeling offended, due to being equated with AI, mediates the effect. • Clients who consult AI may be seen as less competent and warm
Feeling · Interpersonal communication · Perception · AI in Service Interactions · Artificial Intelligence in Healthcare and Education · Ethics and Social Impacts of AI
Advice taking and decision-making
The nature and function of self-esteem
Overcoming Algorithm Aversion
The rise of robots increases job insecurity and maladaptive workplace behaviors
Human Trust in Artificial Intelligence
Consumers and Artificial Intelligence
Toward a Self-Evaluation Maintenance Model of Social Behavior
On the Confluence of Self-Esteem Maintenance Mechanisms
Receiving other people’s advice
Algorithm appreciation
Medical AI and human dignity
AI-enabled investment advice
When the machine learns from users, is it helping or snooping
Decision control and explanations in human-AI collaboration
Rise of the machines
Trust in an AI versus a Human teammate
AI in the spotlight
AI-mediated apology in a multilingual work context
Artificial Intelligence and Declined Guilt
Sociometer theory and the pursuit of relational value
Consulting Multiple Advisors
The opposing impacts of advice use on perceptions of competence
Dimensions of artificial intelligence anxiety based on the integrated fear acquisition theory
Social comparison and group interest in ingroup favouritism
Implications of advice rejection in repeated exchanges
Advisors want their advice to be used – but not too much
Machines and Mindlessness
Resistance to Medical Artificial Intelligence
| Citation velocity | historical |
|---|---|
| Highly cited | No |