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Keywords: Artificial intelligence (AI)
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Journal Articles
Mohamed Shaikh, Ashen Joseph, Helen Zhao, Abdullah Al Assadi, Jan Hendrik Bluemel, David Diaz, Mohamed Zaki
Journal:
Journal of Service Management
Journal of Service Management (2026) 37 (3): 394–417.
Published: 10 February 2026
... at: mehyz2@cam.ac.uk 15 04 2025 14 10 2025 19 12 2025 29 12 2025 © Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only AI agents Agency theory Service automation Service experience Artificial intelligence (AI) Large language model...
Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2026) 37 (6): 26–49.
Published: 16 January 2026
... . Customer service interactions Service agent augmentation Intelligent digital technologies Artificial intelligence (AI) Socio-technical systems theory Every day, service agents shape billions of customer experiences. In 2023, over 2.8 million service agents in the US managed customer inquiries...
Includes: Supplementary data
Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2020) 31 (5): 911–937.
Published: 18 June 2020
... of information systems, marketing and healthcare operations to draw implications for future research. Artificial intelligence (AI) Information and communication technologies (ICTs) Information technology (IT) Healthcare operations Service excellence Marketing Strategy Governance Transformation...
