...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...

... intelligence Service frontline (Smart) Service systems Service technology Customer experience Communication Paralinguistics Intonation Speech rate Parasocial attraction Social perceptions Propelled by recent breakthroughs in natural language processing and speech recognition, voice assistants...

...Zhe (Kitty) Li; Suhyun Janis Jeon; Alei Fan; Christine H. Mooney; Laurie Wu; Yupal Shukla Purpose This paper proposes a novel conceptual framework to guide future research in service technology with a focus on sustainability. Drawing on Eastern philosophical perspectives, this framework advocates...

... understanding of requirements and expectations of the new service technology. Findings – This study shows that the focus on providing high-technology services is not sufficient to increase customer's usage, soft factors such as personal interaction, integration, and individualization are main expectations...

... operations Service technology Services represent an increasingly large proportion of both the US gross domestic product and the domestic labor force (Bureau of Labor Statistics, 1997). Proponents of service sector growth cite these statistics as evidence of a robust economic sector, while critics...