Purpose The paper aims to fill this gap by positing a framework that considers the service
automation decision as a matter of knowledge management: a choice between human …

This study contributes to the technology management literature on the effects of IT on
operations processes by examining the use of systems based on Artificial Intelligence (AI) in …

Purpose Following a contingency approach, this paper aims to understand when service
automation can enhance or destroy value for customers in the frontline by (1) providing a …

A significant recent technological development concerns the automation of knowledge and
service work as a result of advances in Artificial Intelligence (AI) and its sub-fields. We use …

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 teaching case study provides a rich and realistic story of automating knowledge work
within the context of a large, non-profit company. As an early pioneer in robotic process …

The automation of services taking advantage of the significant opportunities offered by
artificial intelligence and other Industry 4.0 technologies is receiving increasing attention …

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 …

The importance of this paper is its discovery of the unused synergetic potential of integration
between several AI techniques into an orchestrated effort to improve service. Special …

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 …