.../methodology/approach This conceptual paper draws on insights from prior empirical research on AI in service work. Grounded in socio-technical systems theory, we utilize a five-pronged conceptualization of AI in conjunction with the SMART (Stimulating, Mastery, Autonomous, Relational, Tolerable) Work Design...

... of technology on the degree of human touch in the interface between hospitality employee and customer, and to develop a configuration model through which researchers and practitioners can operate during this declining era of human to human service interactions. Hospitality Relational models Service work...

... as the actual or perceived resources (e.g. physical, financial, social and intellectual), and institutional arrangements (e.g. incentive systems, contractual characteristics) within the ecosystem (Tomlinson et al., 2018). To use a futuristic illustration of service work in 2050, consider...