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Handbook of Services and Artificial Intelligence
This Handbook examines the impacts of AI on the innovation of services, service processes and business models. It presents state-of-the-art conceptual and empirical evidence concerning uses and applications of AI in different service sectors and from varying perspectives.
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Critical Acclaim
Contents
More Information
This Handbook examines the impacts of AI on the innovation of services, service processes and business models. It presents state-of-the-art conceptual and empirical evidence concerning uses and applications of AI in different service sectors and from varying perspectives.
Experts from across the globe survey the current state of automation within the service industry, in particular the recent introduction of AI in knowledge-based work that is proving transformative in professional environments. Chapters analyze AI in relation to classic service theory, and how technology is revolutionizing the service experience, posing the question as to whether this will lead to the full automation of the sector. Contributing authors highlight the contemporary surge in initiatives aimed at developing public policies and regulations regarding AI, and the importance of ethical foresight in the development of innovative AI technology.
Interrogating the complexities of AI advancement in an accessible manner, the Handbook of Services and Artificial Intelligence is essential for students and scholars of business and management, information systems, business economics, and organizational studies. It is also a valuable read for managers and practitioners within the services sector, especially those interested in the impacts of technological innovation on the efficiency of their companies.
Experts from across the globe survey the current state of automation within the service industry, in particular the recent introduction of AI in knowledge-based work that is proving transformative in professional environments. Chapters analyze AI in relation to classic service theory, and how technology is revolutionizing the service experience, posing the question as to whether this will lead to the full automation of the sector. Contributing authors highlight the contemporary surge in initiatives aimed at developing public policies and regulations regarding AI, and the importance of ethical foresight in the development of innovative AI technology.
Interrogating the complexities of AI advancement in an accessible manner, the Handbook of Services and Artificial Intelligence is essential for students and scholars of business and management, information systems, business economics, and organizational studies. It is also a valuable read for managers and practitioners within the services sector, especially those interested in the impacts of technological innovation on the efficiency of their companies.
Critical Acclaim
‘A must read for all those in the service innovation community of practice with an interest in the impact of Artificial Intelligence (AI) on the digital transformation of business and society. This timely Handbook has both depth and breadth across knowledge service industry sectors to inform and inspire scholars, educators, and practitioners about a diverse range of fast-moving capabilities, benefits, as well as potential harms to stakeholders.’
– Jim Spohrer, Retired IBM Executive and Board Member of the International Society of Service Innovation Professionals
‘Read this book if you want to know the latest thinking on the role of AI in service. I love that it is fact and research based and provides the view of leading experts in the field.’
– Jochen Wirtz, National University of Singapore
– Jim Spohrer, Retired IBM Executive and Board Member of the International Society of Service Innovation Professionals
‘Read this book if you want to know the latest thinking on the role of AI in service. I love that it is fact and research based and provides the view of leading experts in the field.’
– Jochen Wirtz, National University of Singapore
Contents
Contents
List of contributors vii
Preface xiv
PART I INTRODUCTION AND STATE OF THE ART ON AI IN SERVICES
1 Artificial intelligence in services: state of the art and future directions 2
Ada Scupola, Jon Sundbo, Lars Fuglsang and Anders Henten
2 Artificial intelligence in service: a bibliometric literature review 14
Marco Smacchia and Stefano Za
PART II AI AND INNOVATION IN SERVICES
3 Predictive maintenance as an artificial intelligence service: a study of
value creation 31
Kathrin Kirchner, Grzegorz Leszczyński, Marek Zieliński and
Bartosz Jędrzejczak
4 Impact of artificial intelligence on the claim-handling process in
insurance services: automation, augmentation, or both? 53
Ada Scupola, Victor Holck Abildgaard, Federica Auletta and
Magnus Zwicky Riddersholm
5 The impact of artificial intelligence on audit services: an empirical
study of the Italian context 67
Domenica Lavorato and Rita Lamboglia
6 Digital business model innovation in tech-based professional service firms 82
Frida Pemer, Charlotte Walker and Tale Skjølsvik
7 Upsetting a traditional industry: exploring the unintended institutional
change and entrepreneurship of artificial intelligence and legal-tech firms 98
Tale Skjølsvik and Frida Pemer
PART III AI AND THE SERVICE ENCOUNTER
8 AI and service encounters 119
Ahmet Tuğrul Tuğer
9 The strategic nature of artificial intelligence in customer relationship
management 143
Sadrac Cenophat
10 Using artificial intelligence to augment empathetic competences in
professional services 158
Frans Bévort, Jon Sundbo and Lars Fuglsang
11 AI-enhanced smart service innovation practices 176
Tiziana Russo Spena, Cristina Mele and Marialuisa Marzullo
PART IV AI AND VALUE CREATION
12 How AI augments value creation: towards a model of human–AI
cooperation in services research 195
Sami Rusthollkarhu, Malla Mattila, Leena Aarikka-Stenroos and
Mika Yrjölä
13 Creating a better life at home from anywhere 215
Jørn Kjølseth Møller
14 AI-based service systems: digital-ethical issues and their impact on
value co-creation 228
Claudia Lemke and Dagmar Monett
15 Crafting value propositions for an AI-enhanced digital platform 250
Malla Mattila and Mika Yrjölä
PART V AI ETHICS, POLICIES AND REGULATIONS
16 Artificial intelligence in public sector services: ethical issues 266
Anastasia Sofia Alexiadou
17 Applying artificial intelligence in employment services: the role of law
and human rights 283
Elisavet Athanasia Alexiadou
18 Ethical foresight approach for anticipating societal impacts of AI
technologies 296
Nadezhda Gotcheva and Nina Wessberg
19 Governing AI services: a state-of-the-art overview 308
Anton Sigfrids, Antero Karvonen, Nina Rilla and Marinka Lanne
20 Back to industrial policies with a human-centric flavor: the case of
artificial intelligence 330
Jean Paul Simon
Index 350
List of contributors vii
Preface xiv
PART I INTRODUCTION AND STATE OF THE ART ON AI IN SERVICES
1 Artificial intelligence in services: state of the art and future directions 2
Ada Scupola, Jon Sundbo, Lars Fuglsang and Anders Henten
2 Artificial intelligence in service: a bibliometric literature review 14
Marco Smacchia and Stefano Za
PART II AI AND INNOVATION IN SERVICES
3 Predictive maintenance as an artificial intelligence service: a study of
value creation 31
Kathrin Kirchner, Grzegorz Leszczyński, Marek Zieliński and
Bartosz Jędrzejczak
4 Impact of artificial intelligence on the claim-handling process in
insurance services: automation, augmentation, or both? 53
Ada Scupola, Victor Holck Abildgaard, Federica Auletta and
Magnus Zwicky Riddersholm
5 The impact of artificial intelligence on audit services: an empirical
study of the Italian context 67
Domenica Lavorato and Rita Lamboglia
6 Digital business model innovation in tech-based professional service firms 82
Frida Pemer, Charlotte Walker and Tale Skjølsvik
7 Upsetting a traditional industry: exploring the unintended institutional
change and entrepreneurship of artificial intelligence and legal-tech firms 98
Tale Skjølsvik and Frida Pemer
PART III AI AND THE SERVICE ENCOUNTER
8 AI and service encounters 119
Ahmet Tuğrul Tuğer
9 The strategic nature of artificial intelligence in customer relationship
management 143
Sadrac Cenophat
10 Using artificial intelligence to augment empathetic competences in
professional services 158
Frans Bévort, Jon Sundbo and Lars Fuglsang
11 AI-enhanced smart service innovation practices 176
Tiziana Russo Spena, Cristina Mele and Marialuisa Marzullo
PART IV AI AND VALUE CREATION
12 How AI augments value creation: towards a model of human–AI
cooperation in services research 195
Sami Rusthollkarhu, Malla Mattila, Leena Aarikka-Stenroos and
Mika Yrjölä
13 Creating a better life at home from anywhere 215
Jørn Kjølseth Møller
14 AI-based service systems: digital-ethical issues and their impact on
value co-creation 228
Claudia Lemke and Dagmar Monett
15 Crafting value propositions for an AI-enhanced digital platform 250
Malla Mattila and Mika Yrjölä
PART V AI ETHICS, POLICIES AND REGULATIONS
16 Artificial intelligence in public sector services: ethical issues 266
Anastasia Sofia Alexiadou
17 Applying artificial intelligence in employment services: the role of law
and human rights 283
Elisavet Athanasia Alexiadou
18 Ethical foresight approach for anticipating societal impacts of AI
technologies 296
Nadezhda Gotcheva and Nina Wessberg
19 Governing AI services: a state-of-the-art overview 308
Anton Sigfrids, Antero Karvonen, Nina Rilla and Marinka Lanne
20 Back to industrial policies with a human-centric flavor: the case of
artificial intelligence 330
Jean Paul Simon
Index 350
