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 …

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 …

ABSTRACT AI applications are radically transforming the manner in which service providers
and consumers interact. We explore how the humanness of AI applications affects …

Recent proliferation of artificial intelligence (AI) in service encounters gives rise to questions
on how consumers respond to these novel technologies. This study seeks to examine the …

Smart technologies are rapidly transforming frontline employee-customer interactions.
However, little academic research has tackled urgent, relevant questions regarding such …

Purpose The automation of services is rapidly growing, led by sectors such as banking and
financial investment. The growing number of investments managed by artificial intelligence …

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) in the context of customer service, we define as a technology-
enabled system for evaluating real-time service scenarios using data collected from digital …

With the application of artificial intelligence (AI) technology in organizational frontlines,
customers' service experiences have begun to shift from interactions with service personnel …