Calls for responsibly integrating GenAI in service organizations
| Author and year | Key insights |
|---|---|
| Alkire et al. (2024) | GenAI-enabled services can only contribute to sustainability development in case of responsible integration by (1) embracing AI to serve the greater social good rather than only commercial purposes, (2) designing and deploying it in responsible ways, and (3) collaborating with different stakeholders – such as service providers, AI developers, policymakers, customers, and researchers – to implement responsible AI |
| Ferraro et al. (2024) | GenAI-enabled services can only benefit customers when brand response strategies bridge paradoxes between (1) connection versus isolation, (2) lower cost versus higher price, (3) higher quality versus less empathy, (4) satisfaction versus frustration, (5) personalization versus intrusion, and (6) empowering versus disabling |
| Grigsby et al. (2025) | GenAI-enabled advertisement services can only lead to positive attitudes and trust among customers when there is selective usage (here, usage for tangible but not for intangible attributes in service ad design) |
| Huang and Rust (2024) | GenAI can only advance customer care in emotionally charged interactions when engineers tackle technical challenges by accurately recognizing, understanding, and managing customer emotions – ultimately building emotional connections |
| Sidaoui et al. (2024) | Conversational agents as GenAI-enabled service require robust digital governance mechanisms to prioritise customer and societal well-being and ensure ethical, transparent, and inclusive use of AI technologies |
| Sigala et al. (2024) | Service organizations can benefit from leveraging GenAI applications like ChatGPT when addressing the corporate digital responsibility challenges that come along with them |
| Wirtz and Stock-Homburg (2025) | GenAI alters the benefits and risks of service robots for service organizations and their customers and employees, thereby urging leaders to start imaging what social impact they may create with GenAI-powered service robots |
| Author and year | Key insights |
|---|---|
| GenAI-enabled services can only contribute to sustainability development in case of | |
| GenAI-enabled services can only benefit customers when | |
| GenAI-enabled advertisement services can only lead to positive attitudes and trust among customers when there is | |
| GenAI can only advance customer care in emotionally charged interactions when | |
| Conversational agents as GenAI-enabled service require | |
| Service organizations can benefit from leveraging GenAI applications like ChatGPT when addressing the | |
| GenAI alters the benefits and risks of service robots for service organizations and their customers and employees, thereby urging leaders to |
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