This article develops a strategic framework for using artificial intelligence (AI) to engage
customers for different service benefits. This framework lays out guidelines of how to use …

Purpose Artificial intelligence (AI) is currently having a dramatic impact on marketing. Future
manifestations of AI are expected to bring even greater change, possibly ushering in the …

Artificial intelligence (AI) is increasingly reshaping service by performing various tasks,
constituting a major source of innovation, yet threatening human jobs. We develop a theory …

This special issue on AI and robots in service interactions of the Journal of Service
Management Research aims to contribute and elaborated our understanding of the new …

Service robots are taking over the frontline. They can possess three types of artificial
intelligence (AI): mechanical, thinking, and feeling AI. Although these intelligences …

In this chapter, we take a customer-centric view of narrow artificial intelligence (AI), or task-
specific AI applications. Because of the breadth and extent of AI applications, we limit our …

Artificial intelligence (AI) initiatives, including Generative AI, are being increasingly
implemented in service industries, and are having a great impact on service operations and …

Purpose Robots are predicted to have a profound impact on the service sector. The
emergence of robots has attracted increasing interest from business scholars and …

This research draws upon the increasing usage of AI in service. It aims at understanding the
extent to which AI systems have multiple intelligence types like humans and if these types …

This study undertakes a systematic review of Artificial Intelligence and its applications to
service encounters and the hospitality industry by reviewing publications that (1) mainly …