The DOI matches its Crossref record; 18 of the 18 references it cites were found in a registry or an index.
Artificial intelligence: disrupting what we know about services
Abstract
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 realization of the fourth industrial revolution. In accord with such expectations, this paper aims to examine AI’s current and potential impact on prominent service theories as related to the service encounter. Design/methodology/approach: This paper reviews dominant service theories and their relevance to AI within the service encounter. Findings: In doing so, this paper presents an integrated definition of service AI and identifies the theoretical upheaval it creates, triggering a plethora of key research opportunities. Originality/value: Although scholars and practitioners are gaining a deeper understanding of AI and its role in services, this paper highlights that much is left to be explored. Therefore, service AI may require substantial modifications to existing theories or entirely new theories.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
The commitment-trust theory of relationship marketing
Morgan, R. M., & Hunt, S. D. (1994) · Journal of Marketing · doi:10.1177/002224299405800302 · Cited by 22,355
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
Evolving to a New Dominant Logic for Marketing
Vargo, S. L., & Lusch, R. F. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.1.1.24036 · Cited by 14,779
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
Bitner, M. J. (1992) · Journal of Marketing · doi:10.2307/1252042 · Cited by 7,271
Rajkomar, A., Dean, J., & Kohane, I. (2019) · New England Journal of Medicine · doi:10.1056/nejmra1814259 · Cited by 4,579
Artificial intelligence in service
Huang, M.-H., & Rust, R. T. (2018) · Journal of Service Research · doi:10.1177/1094670517752459 · Cited by 3,978
Trist, E. L., & Bamforth, K. W. (1951) · Human Relations · doi:10.1177/001872675100400101 · Cited by 3,379
Kaplan, A., & Haenlein, M. (2019) · Business Horizons · doi:10.1016/j.bushor.2018.08.004 · Cited by 3,140
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002) · Journal of Service Research · doi:10.1177/1094670502004003006 · Cited by 2,301
Salanova, M., Agut, S., & Peiró, J. M. (2005) · Journal of Applied Psychology · doi:10.1037/0021-9010.90.6.1217 · Cited by 2,276
Cited by
Dwivedi, Y. K., Kshetri, N., Hughes, L., Slade, E. L., Jeyaraj, A., Kar, A. K., Baabdullah, A. M., Koohang, A., Raghavan, V., Ahuja, M., et al. (2023) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2023.102642 · Cited by 4,584
Kim, J., Giroux, M., & Lee, J. C. (2021) · Psychology & Marketing · doi:10.1002/mar.21498 · Cited by 353
Corporate digital responsibility in service firms and their ecosystems
Wirtz, J., Kunz, W. H., Hartley, N., & Tarbit, J. (2023) · Journal of Service Research · doi:10.1177/10946705221130467 · Cited by 291
Do We Trust in AI? Role of Anthropomorphism and Intelligence
Troshani, I., Rao Hill, S., Sherman, C., & Arthur, D. (2021) · Journal of Computer Information Systems · doi:10.1080/08874417.2020.1788473 · Cited by 228
AI advertising: An overview and guidelines
Ford, J., Jain, V., Wadhwani, K., & Gupta, D. G. (2023) · Journal of Business Research · doi:10.1016/j.jbusres.2023.114124 · Cited by 176
Metadata
- Authors
- Bock, D. E., Wolter, J. S., & Ferrell, O. C.
- Venue
- Journal of Services Marketing
- Publisher
- Emerald
- Published
- 2020-04-06
- Volume
- 34
- Issue
- 3
- Pages
- 317-334
- ISSN
- 0887-6045 (ISSN-L)
- OpenAlex
- W3015869497
- Cited by
- 273
- References
- 18
- FWCI
- 10.61
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: Artificial intelligence: disrupting what we know about services. https://app.cochat.ai/papers/10.1108/jsm-01-2019-0047
- The paper
- Bock, D. E., Wolter, J. S., & Ferrell, O. C. (2020). Artificial intelligence: disrupting what we know about services. Journal of Services Marketing. https://doi.org/10.1108/jsm-01-2019-0047
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
