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1-8 of 8
Keywords: Artificial intelligence
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Journal Articles
Journal of Service Theory and Practice (2026) 36 (3): 357–411.
Published: 01 January 2026
...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...
Journal Articles
Journal of Service Theory and Practice (2025) 35 (7): 30–60.
Published: 23 May 2025
...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...
Includes: Supplementary data
Journal Articles
Marianna Sigala, Keng-Boon Ooi, Garry Wei-Han Tan, Eugene Cheng-Xi Aw, Tat-Huei Cham, Yogesh K. Dwivedi, Werner H. Kunz, Kate Letheren, Anubhav Mishra, Rebekah Russell-Bennett, Jochen Wirtz
Journal of Service Theory and Practice (2024) 34 (5): 726–737.
Published: 19 July 2024
... in the current service marketing context and investigate the uncertainties surrounding this innovation. Therefore, it is recommended that future researchers focus on the following research agenda: ChatGPT Artificial intelligence Generative AI Service marketing Customer experience Internet and digital...
Journal Articles
Journal of Service Theory and Practice (2024) 34 (1): 7–32.
Published: 17 November 2023
...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...
Includes: Supplementary data
Journal Articles
Journal of Service Theory and Practice (2024) 34 (1): 33–65.
Published: 16 October 2023
...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...
Journal Articles
Jorge Carlos Fiestas Lopez Guido, Jee Won Kim, Peter T.L. Popkowski Leszczyc, Nicolas Pontes, Sven Tuzovic
Journal of Service Theory and Practice (2024) 34 (1): 127–154.
Published: 11 October 2023
...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...
Journal Articles
Journal of Service Theory and Practice (2023) 33 (2): 280–308.
Published: 07 February 2023
...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...
Journal Articles
Vinh Nhat Lu, Jochen Wirtz, Werner H. Kunz, Stefanie Paluch, Thorsten Gruber, Antje Martins, Paul G. Patterson
Journal of Service Theory and Practice (2020) 30 (3): 361–391.
Published: 07 April 2020
... Limited Licensed re-use rights only Service robots Artificial intelligence AI Literature analysis Customers Service employees “The Budapest café where robots serve (and occasionally spill) coffee” (Patricolo, 2019), “Service robots lend a hand at China's banks and railway stations...
