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 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 …

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 …

Artificial intelligence (AI) has become an important topic in business literature and strategy
talk. Yet, much of this literature is normative and conceptual in nature. How organizational …

Artificial intelligence (AI) has penetrated many organizational processes, resulting in a
growing fear that smart machines will soon replace many humans in decision making. To …

Artificial intelligence is changing the world of work. How can HR professionals understand
the variety of opportunities AI has created for the HR function and how best to implement …

ARTIFICIAL INTELLIGENCE IS BECOMING GOOD AT MANY “HUMAN” JOBS—
DIAGNOSING DISEASE, TRANSLATING LANGUAGES, PROVIDING CUSTOMER SERVICE …

Despite the documented benefits of Artificial Intelligence (AI) to the service industry, the
service employees' fear of being replaced by AI continues to be a major concern as we …

Artificial intelligence (AI) is not just a simple tool to replace skilled labour but one that is
equally capable of creating many other jobs in line with its development. It is even expected …