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Keywords: Work design
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2026) 37 (4): 622–643.
Published: 27 November 2025
.../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...
