...Christoph Breidbach; Lars-Erik Casper Ferm; Paul P. Maglio; Daniel Beverungen; Jochen Wirtz; Alexander Twigg Purpose The purpose of this study is to identify, analyze and explain the implications that could arise for service settings if artificial intelligence (AI) systems develop...

... collaboration dynamics, outcomes and ethical governance. Design/methodology/approach The authors use an artificial intelligence (AI)-based systematic literature based on the SERVSIG Literature Alert database to identify articles related to H-M collaboration. Insights from these papers were analyzed to (1...

...Lars Witell; Hannah Snyder; Allard C.R. van Riel; Mohamed Zaki Purpose This research examines the unique sustainability challenges posed by an aging population and how artificial intelligence (AI) may be used to nudge service organizations and older adults toward more sustainable behaviors...

...Florence Nizette; Wafa Hammedi; Allard C.R. van Riel; Nadia Steils Purpose This study explores how the format of explanations used in artificial intelligence (AI)-based services affects consumer behavior, specifically the effects of explanation detail (low vs high) and consumer control (automatic...

...Allard C.R. van Riel; Farhad Tabatabaei; Xiaoyi Yang; Ewa Maslowska; Velmurugan Palanichamy; Della Clark; Michael Luongo Purpose Capable service employees are increasingly scarce and costly. Many organizations opt to partially replace, support or augment human employees with AI systems. This study...

...Stephanie Q. Liu; Khadija Ali Vakeel; Nicholas A. Smith; Roya Sadat Alavipour; Chunhao(Victor) Wei; Jochen Wirtz Purpose An AI concierge is a technologically advanced, intelligent and personalized assistant that is designated to an individual customer, proactively taking care of that customer’s...

... 02 2022 © Emerald Publishing Limited 2022 Emerald Publishing Limited Licensed re-use rights only Service robots Robotics AI Artificial intelligence Service encounter Chatbot Conversational agent Service robots are omnipresent today. Their infusion with artificial...

... of the circles describes the regional distribution of articles for each of the topics. Table 1 Topic areas of service research in digital media Topic Description Example Articles # dominant articles Weighted average cites/year per article 1 Smart services and AI Focus...

... availability, such AI-based approaches will spread quickly and unlock potential to gain important insights for service management. Customer satisfaction Service encounter IT service management Machine learning AI We address this question by applying supervised machine learning techniques...

... services. Findings The resulting midrange theory offers new insights into how using machine learning, AI and big data sets can lead to unethical implications. Centered around 13 ethical challenges, this work outlines how data-driven business models redefine the value network, alter the roles...