...Bang-Ning Hwang; Pittinun Puntha; Siriprapha Jitanugoon Purpose This study aims to examine how artificial intelligence (AI) acts as a transformative force within service ecosystems, particularly in small and medium-sized enterprises (SMEs). It investigates the mechanisms through which AI drives...

...Anne Rachelle Castaneda; Jiraporn Surachartkumtonkun; Haroon Iqbal Maseeh; Park Thaichon; Wei Shao Purpose This study aims to systematically review frontline employees’ (FLE) psychological responses to the artificial intelligence (AI) integration literature, conduct an extensive analysis...

... associated with ChatGPT for the service industry and its marketing activities? What are the operational and business challenges that service firms face when adopting and integrating generative AI (e.g. ChatGPT) into their marketing activities? ChatGPT Artificial intelligence Generative AI...

...Baby Chandra; Zillur Rahman Purpose Artificial intelligence (AI) has a significant impact on value co-creation (VCC). However, a study providing a comprehensive summary of the current state of the art and common ground of the two fields is missing. The current study aims to fill this gap...

...Jan Hendrik Blümel; Mohamed Zaki; Thomas Bohné Purpose Customer service conversations are becoming increasingly digital and automated, leaving service encounters impersonal. The purpose of this paper is to identify how customer service agents and conversational artificial intelligence (AI...

...Jorge Carlos Fiestas Lopez Guido; Jee Won Kim; Peter T.L. Popkowski Leszczyc; Nicolas Pontes; Sven Tuzovic Purpose Retailers increasingly endeavour to implement artificial intelligence (AI) innovations, such as humanoid social robots (HSRs), to enhance customer experience. This paper investigates...

...Poojitha Kondapaka; Sayantan Khanra; Ashish Malik; Muneza Kagzi; Kannan Hemachandran Purpose Artificial intelligence (AI) applications’ usage in Chief Officers’ (CXOs’) decision-making is a topic of current research interest. A fundamental dilemma is carefully planning an effective combination...

... OR Retail OR “Professional Service” OR Service*) AND (“Robot*” OR “Artificial Intelligence” OR Automation) AND (Consumer OR Customer OR Employee). The initial list of 4,028 articles was then screened manually. Based on the information provided in their abstracts, the majority of the articles were...