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Keywords: Bright and dark sides
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Journal Articles
Journal:
Management Decision
Management Decision 1–20.
Published: 22 April 2026
... an abductive approach that combines the principles of grounded theory with the six-block STS conceptual model to identify new insights, coding each verbatim in the bright or dark side of AI in loyalty management. Findings The analysis showed how AI acts as a stressor within the typical tensions of loyalty...
Includes: Supplementary data
