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Keywords: AI service
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2026) 37 (2): 320–343.
Published: 10 February 2026
...Wenqi Zhang; Laurie Wu; Stephanie Q. Liu Purpose Despite the rapid proliferation of AI services, scholarly examinations on the AI service failures remain sparse. This research aims to investigate AI service failures via the lens of the attribution theory. Design/methodology/approach Drawing...
Includes: Supplementary data
Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2025) 36 (3): 448–475.
Published: 23 May 2025
.... The objective of this study is to investigate the impacts of employee–AI interaction fluency on in-role and out-of-role employee service performance in different delivery service (smart helmet services vs in-vehicle AI services) contexts. Design/methodology/approach Drawing on mind perception theory...
