...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...

... 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...

... Licensed re-use rights only Virtues Service employees Ethics Moral This paper makes several contributions. First, while research highlights the importance of human contact, particularly in this age of technology, there is a lack of a comprehensive framework that articulates the specific...

...Rodoula H. Tsiotsou; Sertan Kabadayi; Jennifer Leigh; Julia Bayuk; Brent J. Horton Purpose This paper seeks to deepen and improve our understanding of business ethics in services by developing a typology that reconciles and integrates disparate and often conflicting ideas and viewpoints while...

...Christoph F. Breidbach; Paul Maglio Purpose The purpose of this study is to identify, analyze and explain the ethical implications that can result from the datafication of service. Design/methodology/approach This study uses a midrange theorizing approach to integrate currently disconnected...

... robot acceptance model. Third, it provides an overview of the ethical questions surrounding robot-delivered services at the individual, market and societal level. This paper helps service organizations and their management, service robot innovators, programmers and developers, and policymakers...