... 23 04 2026 © Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Assemblage theory Autonomous taxi Usage crafting Semantic network analysis Smart technology Artificial intelligence The autonomous mobility service ecosystem (AMSE...

... BY 4.0 licence . Artificial intelligence AI monitoring accountability AI complacency Contingency theory Confabulated information Organizations across service sectors increasingly rely on artificial intelligence (AI) to support complex knowledge-intensive tasks, including customer...

...Alexandra Kriz; Zhe Cao; Nicole Hartley; Martie-Louise Verreynne; Marta Indulska; Viktor Vegh Purpose Service innovation is undergoing a fundamental transformation due to digitization, sustainability imperatives, platformization and particularly the rapid diffusion of artificial intelligence ( AI...

...Hannah Snyder; Lars Witell; Allard C.R. van Riel; Thomas Magor; Shannon Lutze; Ursula Sigrid Bougoure Purpose This article aims to investigate the management of artificial intelligence (AI) as a frontline service technology in service encounters and its associated ethical aspects. It specifically...

...-Kennedy can be contacted at: j.mccoll-kennedy@business.uq.edu.au 20 01 2025 15 08 2025 07 10 2025 07 10 2025 Digital twins, while gaining considerable popularity in this era of artificial intelligence (AI) and Industry 4.0, have foundations in a range of different...

...Stefan Jooss; David Solnet; Caroline Knight; Asha Worsteling; Tapani Rinta-Kahila; Annissa Hansen Purpose We examine the impact of artificial intelligence (AI) on the work characteristics of frontline service employees and consider implications for their roles and future research. Design...

... for service organizations. It focuses on how artificial intelligence can facilitate behavioral change among managers, employees and customers, ultimately leading to more sustainable service systems and effective management of an aging population. Originality/value Viewpoint on the contribution to service...

...Bieke Henkens; Carsten D. Schultz; Arne De Keyser; Dominik Mahr Purpose This article advances research on artificial intelligence (AI)-powered voice agents (hereafter, AI voice agents) by providing (1) a conceptualization of AI voice, (2) a conceptual mapping of AI voice agents, and (3...

... , Vol.  5 No.  3 , pp. 245 - 258 , doi: 10.1108/17465681011079473 . Bornet , P. , Wirtz , J. , Davenport , T.H. , De Cremer , D. , Evergreen , B. , Fersht , B. , Gohel , R. and Khiyara , S. (2025), Agentic Artificial Intelligence: Harnessing AI Agents...

...Ruud Wetzels; Martin Wetzels; Dhruv Grewal; Bryan Doek Purpose To unravel the drivers of service consumers’ parasocial relationships with artificial intelligence-enabled voice assistants (VAs), this study examines how VA frequency- and time-related paralinguistic features affect parasocial...

... aging Smart technology Social circle Shared experiences and well-being Artificial intelligence The service landscape is undergoing continuous transformation. One significant trend is the aging population, which is expanding globally. Simultaneously, the integration of new technologies...

... et al., 2022 ; Wirtz et al., 2018 , 2025 ; Wirtz and Stock-Homburg, 2025) and virtual agents such as chatbots (Mariani et al., 2023). Given recent technological advancements in the area of artificial intelligence (AI), particularly large language models (Peres et al...

... and examines how service firms can use smart technologies, such as intelligent automation (IA), artificial intelligence (AI), and service robots, to improve their customer experience (CX). Design/methodology/approach This conceptual article draws insights from the literature on healthy aging in consumer...

... 2024 20 10 2024 20 10 2024 © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Artificial intelligence AI Service climate Organizational culture Employee Technology adoption High-end service organizations that offer complex...

...Khanh Bao Quang Le; Charles Cayrat Purpose The emergence of new generations of artificial intelligence (AI), such as ChatGPT or Copilot has brought about a wave of innovation in the service workplace. These robotic agents can serve as companions, helping employees cope with work-related stress...

...Valtteri Kaartemo; Anu Helkkula Purpose Applications of artificial intelligence (AI), such as virtual and physical service robots, generative AI, large language models and decision support systems, alter the nature of services. Most service research centers on the division between human and AI...

... Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Artificial intelligence Responsible AI Sustainability Well-being SDGs Generative AI The viral spread of generative artificial intelligence (GenAI) shattered the idea that AI is a futuristic tool or is solely...

.../mar.21903 . Bornet , P. , Barkin , I. and Wirtz , J. (2021), “ Intelligent Automation: learn How to Harness Artificial Intelligence to Boost Business & Make Our World More Human ”, in World Scientific Books . Bryson , M. and Ziminski , A. (1992), The Concierge...

... paper examines the transformative potential of artificial intelligence (AI) in the realm of online customer communities, with a particular focus on its creation, management and enhancement facets. The authors explore how AI can revolutionize the dynamics of customer interaction, feedback mechanisms...

...) service innovation in the metaverse, (3) scaling up service innovations, (4) ecosystem innovations, (5) power dependency and lock-in effects and (6) security and responsibility in digital domains. B2B Artificial intelligence Innovation Internet of things Service ecosystem Christian...