Handbook of services and artificial intelligence

edited by Ada Scupola, Jon Sundbo, Lars Fuglsang (Department of Social Sciences and Business, Roskilde University) and Anders H. Henten (Department of Electronic Systems, Aalborg University, Denmark)

"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 which 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"--

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Year of publication:	2024
Other Persons:	Scupola, Ada (ed.) ; Sundbo, Jon (ed.) ; Fuglsang, Lars (ed.) ; Henten, Anders H. (ed.)
Institutions:	Edward Elgar Publishing (publisher)
Publisher:	Cheltenham, UK : Edward Elgar Publishing
Subject:	Artificial Intelligence \| Service industries \| Innovation \| Regulation \| Value creation \| Customer encounter \| Künstliche Intelligenz \| Artificial intelligence \| Dienstleistungssektor \| Service industry \| Betriebliche Wertschöpfung \| Regulierung

Extent:	1 Online-Ressource (380 pages)
Type of publication:	Book / Working Paper
Type of publication (narrower categories):	Aufsatzsammlung
Language:	English
Notes:	Includes bibliographical references and index Contents: Preface -- Part I. Introduction and state of the art on AI in services -- 1. Artificial intelligence in services: State of the art and future directions / Ada Scupola, Jon Sundbo, Lars Fuglsang and Anders Henten -- 2. Artificial intelligence in service: A bibliometric literature review / 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 / 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? / Ada Scupola, Victor Holck Abildgaard, Federica Auletta and Magnuz Zwicky Riddersholm -- 5. The impact of artificial intelligence on audit services: An empirical study of the Italian context / Domenica Lavorato and Rita Lamboglia -- 6. Digital business model innovation in tech-based professional service firms / 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 / Tale Skjølsvik and Frida Pemer -- Part III. AI and the service encounter -- 8. AI and service encounters / Ahmet Tuğrul Tuğer -- 9. The strategic nature of artificial intelligence in customer relationship management / Sadrac Cenophat -- 10. Using artificial intelligence to augment empathetic competences in professional services / Frans Bévort, Jon Sundbo and Lars Fuglsang -- 11. Ai-enhanced smart service innovation practices / 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 / Sami Rusthollkarhu, Malla Mattila, Leena Aarikka-Stenroos and Mika YrjslŠ -- 13. Creating a better life at home from anywhere / Jørn Kjølseth Møller -- 14. Ai-based service systems: Digital-ethical issues and their impact on value co-creation / Claudia Lemke and Dagmar Monett -- 15. Crafting value propositions for an ai-enhanced digital platform / Malla Mattila and Mika Yrjölä -- Part V. AI ethics, policies and regulations -- 16. Artificial intelligence in public sector services: Ethical issues / Anastasia Sofia Alexiadou -- 17. Applying artificial intelligence in employment services: The role of law and human rights / Elisavet Athanasia Alexiadou -- 18. Ethical foresight approach for anticipating societal impacts of AI technologies / Nadezhda Gotcheva and Nina Wessberg -- 19. Governing AI services: A state-of-the-art overview / Anton Sigfrids, Antero Karvonen, Nina Rilla and Marinka Lanne -- 20. Back to industrial policies with a human-centric flavor: The case of artificial intelligence / Jean Paul Simon.
ISBN:	978-1-0353-0197-3 ; 978-1-0353-0196-6
Other identifiers:	10.4337/9781035301973 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

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