... Voice richness Artificial intelligence AI intelligence Smart service system Smart technology Service Agentic AI Recent advancements in artificial intelligence (AI) have reignited interest in AI voice agents, where users interact conversationally through voice with AI-driven systems (Blut...

.... This viewpoint article builds on Wirtz et al. (2025) and offers a complementary view on the (1) who, (2) what and (3) how of using smart technologies for healthy aging customers. Design/methodology/approach The author outlines conceptual and methodological considerations and highlights avenues...

... 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...

...Cristina Mele; Tiziana Russo-Spena Purpose In this article, we reflect on how smart technology is transforming service research discourses about service innovation and value co-creation. We adopt the concept of technology smartness’ to refer to the ability of technology to sense, adapt and learn...