Journal of Service Theory and Practice: Volume 34 Issue 1

Guest editorial: Collaborating and sharing with AI: a research agenda

Laszlo Sajtos, Shasha Wang, Sanjit Roy, Carlos Flavián

Artificial intelligence and value co-creation: a review, conceptual framework and directions for future research

Baby Chandra, Zillur Rahman

Artificial intelligence (AI) has a significant impact on value co-creation (VCC). However, a study providing a comprehensive summary of the current state of the art and common…

Personal touch in digital customer service: a conceptual framework of relational personalization for conversational AI

Jan Hendrik Blümel, Mohamed Zaki, Thomas Bohné

Customer service conversations are becoming increasingly digital and automated, leaving service encounters impersonal. The purpose of this paper is to identify how customer…

AI credibility and consumer-AI experiences: a conceptual framework

Abdul Wahid Khan, Abhishek Mishra

This study aims to conceptualize the relationship of perceived artificial intelligence (AI) credibility with consumer-AI experiences. With the widespread deployment of AI in…

Avoiding excessive AI service agent anthropomorphism: examining its role in delivering bad news

Rory Francis Mulcahy, Aimee Riedel, Byron Keating, Amanda Beatson, Kate Letheren

The aim of this paper is twofold. First, it seeks to understand how different forms of anthropomorphism, namely verbal and visual, can enhance or detract from the subjective…

Retail robots as sales assistants: how speciesism moderates the effect of robot intelligence on customer perceptions and behaviour

Jorge Carlos Fiestas Lopez Guido, Jee Won Kim, Peter T.L. Popkowski Leszczyc, Nicolas Pontes, Sven Tuzovic

Retailers increasingly endeavour to implement artificial intelligence (AI) innovations, such as humanoid social robots (HSRs), to enhance customer experience. This paper…