Issues

Special Issue: AI and Machine Learning in Service Management. Guest Editors: Kristina Heinonen, Jan Kietzmann, Leyland F. Pitt

Editorial

Kristina Heinonen; Jan Kietzmann; Leyland F. Pitt
View articletitled, SCM.SharedControls.Infrastructure.TitleDisplayModel?.Text
Open the PDF for in another window
Add to Citation Manager for Editorial

From automats to algorithms: the automation of services using artificial intelligence

Chris Meyer; David Cohen; Sudhir Nair
View articletitled, SCM.SharedControls.Infrastructure.TitleDisplayModel?.Text
Open the PDF for in another window
Add to Citation Manager for From automats to algorithms: the automation of services using artificial intelligence

Accountable algorithms? The ethical implications of data-driven business models

Christoph F. Breidbach; Paul Maglio
View articletitled, SCM.SharedControls.Infrastructure.TitleDisplayModel?.Text
Open the PDF for in another window
Add to Citation Manager for Accountable algorithms? The ethical implications of data-driven business models

Estimating numerical scale ratings from text-based service reviews

Hsiu-Yuan Tsao; Ming-Yi Chen; Colin Campbell; Sean Sands
View articletitled, SCM.SharedControls.Infrastructure.TitleDisplayModel?.Text
Open the PDF for in another window
Add to Citation Manager for Estimating numerical scale ratings from text-based service reviews

Human-like communication in conversational agents: a literature review and research agenda

Michelle M.E. Van Pinxteren; Mark Pluymaekers; Jos G.A.M. Lemmink
View articletitled, SCM.SharedControls.Infrastructure.TitleDisplayModel?.Text
Open the PDF for in another window
Add to Citation Manager for Human-like communication in conversational agents: a literature review and research agenda

The impact of augmented reality on overall service satisfaction in elaborate servicescapes

Jana Gäthke
View articletitled, SCM.SharedControls.Infrastructure.TitleDisplayModel?.Text
Open the PDF for in another window
Add to Citation Manager for The impact of augmented reality on overall service satisfaction in elaborate servicescapes

Half human, half machine – augmenting service employees with AI for interpersonal emotion regulation

Alexander P. Henkel; Stefano Bromuri; Deniz Iren; Visara Urovi
View articletitled, SCM.SharedControls.Infrastructure.TitleDisplayModel?.Text
Open the PDF for in another window
Add to Citation Manager for Half human, half machine – augmenting service employees with AI for interpersonal emotion regulation

Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success

Daniel Belanche; Luis V. Casaló; Carlos Flavián; Jeroen Schepers
View articletitled, SCM.SharedControls.Infrastructure.TitleDisplayModel?.Text
Open the PDF for in another window
Add to Citation Manager for Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success

An artificial-intelligence-based method for assessing service quality: insights from the prosthodontics sector

Sara M. Martins; Fernando A.F. Ferreira; João J. M. Ferreira; Carla S.E. Marques
View articletitled, SCM.SharedControls.Infrastructure.TitleDisplayModel?.Text
Open the PDF for in another window
Add to Citation Manager for An artificial-intelligence-based method for assessing service quality: insights from the prosthodontics sector