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A new competitive edge: crafting a service climate that facilitates optimal human–AI collaboration

Allard C.R. van Riel, Farhad Tabatabaei, Xiaoyi Yang, Ewa Maslowska, Velmurugan Palanichamy, Della Clark, Michael Luongo

Journal of Service Management

ISSN: 1757-5818

Article publication date: 15 November 2024

Issue publication date: 10 February 2025

550

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

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Emerald Publishing Limited

Copyright © 2024, Emerald Publishing Limited

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