Handbook of Services and Artificial Intelligence by Ada Scupola Hardcover Book

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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.

FORMATHardcover CONDITIONBrand New Publisher Description

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.

Author Biography

Edited by Ada Scupola, Jon Sundbo, Lars Fuglsang, Department of Social Sciences and Business, Roskilde University and Anders Henten, Department of Electronic Systems, Aalborg University, Denmark

Table of Contents

ContentsList of contributors viiPreface xivPART I INTRODUCTION AND STATE OF THE ART ON AI IN SERVICES1 Artificial intelligence in services: state of the art and future directions 2Ada Scupola, Jon Sundbo, Lars Fuglsang and Anders Henten2 Artificial intelligence in service: a bibliometric literature review 14Marco Smacchia and Stefano ZaPART II AI AND INNOVATION IN SERVICES3 Predictive maintenance as an artificial intelligence service: a study ofvalue creation 31Kathrin Kirchner, Grzegorz Leszczyski, Marek Zieliski andBartosz Jdrzejczak4 Impact of artificial intelligence on the claim-handling process ininsurance services: automation, augmentation, or both? 53Ada Scupola, Victor Holck Abildgaard, Federica Auletta andMagnus Zwicky Riddersholm5 The impact of artificial intelligence on audit services: an empiricalstudy of the Italian context 67Domenica Lavorato and Rita Lamboglia6 Digital business model innovation in tech-based professional service firms 82Frida Pemer, Charlotte Walker and Tale Skjølsvik7 Upsetting a traditional industry: exploring the unintended institutionalchange and entrepreneurship of artificial intelligence and legal-tech firms 98Tale Skjølsvik and Frida PemerPART III AI AND THE SERVICE ENCOUNTER8 AI and service encounters 119Ahmet Turul Tuer9 The strategic nature of artificial intelligence in customer relationshipmanagement 143Sadrac Cenophat10 Using artificial intelligence to augment empathetic competences inprofessional services 158Frans Bévort, Jon Sundbo and Lars Fuglsang11 AI-enhanced smart service innovation practices 176Tiziana Russo Spena, Cristina Mele and Marialuisa MarzulloPART IV AI AND VALUE CREATION12 How AI augments value creation: towards a model of human–AIcooperation in services research 195Sami Rusthollkarhu, Malla Mattila, Leena Aarikka-Stenroos andMika Yrjölä13 Creating a better life at home from anywhere 215Jørn Kjølseth Møller14 AI-based service systems: digital-ethical issues and their impact onvalue co-creation 228Claudia Lemke and Dagmar Monett15 Crafting value propositions for an AI-enhanced digital platform 250Malla Mattila and Mika YrjöläPART V AI ETHICS, POLICIES AND REGULATIONS16 Artificial intelligence in public sector services: ethical issues 266Anastasia Sofia Alexiadou17 Applying artificial intelligence in employment services: the role of lawand human rights 283Elisavet Athanasia Alexiadou18 Ethical foresight approach for anticipating societal impacts of AItechnologies 296Nadezhda Gotcheva and Nina Wessberg19 Governing AI services: a state-of-the-art overview 308Anton Sigfrids, Antero Karvonen, Nina Rilla and Marinka Lanne20 Back to industrial policies with a human-centric flavor: the case ofartificial intelligence 330Jean Paul SimonIndex 350

Review

'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.' -- Dr 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

Details ISBN1035301962 Author Anders Henten Publisher Edward Elgar Publishing Ltd Year 2024 ISBN-13 9781035301966 Format Hardcover Imprint Edward Elgar Publishing Ltd Place of Publication Cheltenham Country of Publication United Kingdom Edited by Anders Henten Audience Professional & Vocational Pages 374 Publication Date 2024-08-23 UK Release Date 2024-08-23 We've got this

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