How Algorithmic Technologies Affect Employees’ Social Relationships

The introduction of advanced algorithmic technologies to augment or automate employees’ work tasks increasingly transform employees’ social relationships. Through a qualitative, in-depth case study in the banking industry, we identify two different forms of algorithmic technologies that employees use. In doing so, we reveal how decision-taking technology negatively affects the quantity of social interactions with customers and colleagues, and consequently the quality of social relationships. However, we also uncover how a second set of algorithmic technologies, which is used for consultation, reduces the quantity of interactions, but enhances the quality of the social relationships with colleagues and customers. Based on six different aspects of social relations, we highlight commonalities and differences between algorithmic technologies with regard to their impact on employees' social relationships and derive relevant theoretical and practical implications.