The effect of required warmth on consumer acceptance of artificial intelligence in service: The moderating role of AI-human collaboration
Recent technological advances allow artificial intelligence (AI) to perform tasks that require
high warmth, such as caring, understanding others' feelings, and being friendly. However …
high warmth, such as caring, understanding others' feelings, and being friendly. However …
Brave new world: service robots in the frontline
Purpose The service sector is at an inflection point with regard to productivity gains and
service industrialization similar to the industrial revolution in manufacturing that started in the …
service industrialization similar to the industrial revolution in manufacturing that started in the …
Commentary—Toward a research agenda for human-centered service system innovation
Solving service problems has enormous practical consequences for the economy and
society because (a) more than 80% of jobs in the United States are in the service sector, with …
society because (a) more than 80% of jobs in the United States are in the service sector, with …
Buffer bots: The role of virtual service agents in mitigating negative effects when service fails
In recent years, marketers have placed increased reliance upon artificial intelligence (AI)
and, subsequently, the use of virtual agents in customer service contexts is on the rise …
and, subsequently, the use of virtual agents in customer service contexts is on the rise …
A systematic review of AI technology-based service encounters: Implications for hospitality and tourism operations
The hospitality and tourism industry faces serious challenges during public health
emergencies such as COVID-19. Managers are concerned not only about how to maintain …
emergencies such as COVID-19. Managers are concerned not only about how to maintain …
Can AI chatbots help retain customers? Impact of AI service quality on customer loyalty
Purpose This study investigates whether and how the service quality of artificial intelligence
(AI) chatbots affects customer loyalty to an organization. Design/methodology/approach …
(AI) chatbots affects customer loyalty to an organization. Design/methodology/approach …
The impact of robots, artificial intelligence, and service automation on service quality and service experience in hospitality
N Naumov - Robots, artificial intelligence, and service automation in …, 2019 - emerald.com
Purpose: The purpose of this chapter is to critically evaluate the implementation of
technologies from the perspective of guest services, innovation and visitor experiences. The …
technologies from the perspective of guest services, innovation and visitor experiences. The …
Replaced by a Robot: Service Implications in the Age of the Machine
Service organizations, emboldened by the imperative to innovate, are increasingly
introducing robots to frontline service encounters. However, as they augment or substitute …
introducing robots to frontline service encounters. However, as they augment or substitute …
Service research priorities: managing and delivering service in turbulent times
Transformative changes in the societal and service context call out for the service discipline
to develop a coherent set of priorities for research and practice. To this end, we utilized …
to develop a coherent set of priorities for research and practice. To this end, we utilized …
Artificial intelligence in services: current trends, benefits and challenges
The automation of services taking advantage of the significant opportunities offered by
artificial intelligence and other Industry 4.0 technologies is receiving increasing attention …
artificial intelligence and other Industry 4.0 technologies is receiving increasing attention …