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 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 …

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

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

Purpose Service providers and consumers alike are increasingly adopting artificial
intelligence service agents (AISA) for service. Yet, no service quality scale exists that can …

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 …

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 …

Purpose–The purpose of this conceptual paper is to analyse the implications generated by a
service perspective. Design/methodology/approach–A conceptual analysis of two …

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 …