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Cited by 273

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

Bock, Dora E., Wolter, Jeremy S., Ferrell, O.C.·2020·Journal of Services Marketing
DOI 10.1108/jsm-01-2019-0047
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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.

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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)
DOI
10.1108/jsm-01-2019-0047
OpenAlex
W3015869497
Cited by
273
References
18
FWCI
10.61
Type
journal article
Language
en
Open access
closed

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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

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