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Keywords: Service operations
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Journal Articles
Journal:
Information Technology & People
Information Technology & People (2026) 39 (5): 2240–2265.
Published: 16 January 2026
...Lin Jia; Xin Liu; Tong Dora Chen; Yichuan Wang; Kenichi Takahashi; Yuan Wang Purpose Generative artificial intelligence (GAI) is increasingly embedded in service operations, particularly in crafting managerial responses (MRs) to online negative and positive reviews. Yet, little is known about how...
Includes: Supplementary data
