A new competitive edge: crafting a service climate that facilitates optimal human–AI collaboration
ISSN: 1757-5818
Article publication date: 15 November 2024
Issue publication date: 10 February 2025
Abstract
Purpose
Capable service employees are increasingly scarce and costly. Many organizations opt to partially replace, support or augment human employees with AI systems. This study builds a framework to help managers map and understand the challenges of crafting a service climate that fosters synergies between AI and human employees, where customers require value-added, personalized and excellent service.
Design/methodology/approach
This conceptual article identifies barriers and facilitators of building a service climate for organizations using both human and AI-based employees through an eclectic review of relevant literature.
Findings
A conceptual framework is built, and a future research agenda is brought forth.
Research limitations/implications
By identifying barriers and facilitators for AI–human synergies in service settings, this article clarifies how AI can be made to complement human employees, especially in delivering personalized, value-added services, while also highlighting knowledge gaps.
Practical implications
This study provides a practical framework for integrating AI into the workforce. It offers insights into addressing challenges in creating a service climate that combines human and AI capabilities to maintain service excellence. Identifying key barriers and facilitators, the framework guides managers to improve efficiency and customer satisfaction in a rapidly changing service landscape.
Social implications
This research offers insights on incorporating AI to address labor shortages while maintaining high-quality, personalized service. It provides a pathway to improving service experiences, especially in sectors facing staffing challenges from an aging population.
Originality/value
This research builds on Bowen and Schneider’s (2014) seminal service climate framework to account for a mix of human and AI-based employees.
Keywords
Citation
van Riel, A.C.R., Tabatabaei, F., Yang, X., Maslowska, E., Palanichamy, V., Clark, D. and Luongo, M. (2025), "A new competitive edge: crafting a service climate that facilitates optimal human–AI collaboration", Journal of Service Management, Vol. 36 No. 1, pp. 27-49. https://doi.org/10.1108/JOSM-05-2024-0220
Publisher
:Emerald Publishing Limited
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