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Significant interest in Integrated Management Systems (IMS), as a key area within ISO-related Management System Standards (MSS) literature, has been evident from both academia and industry over the past three decades. This study aims to map the evolution and current state of IMS research and propose possible directions for future studies.

A comprehensive content and bibliometric analysis of 846 documents from the Scopus database across the period 1995 to 2023 was conducted. This included performance analysis to track publication trends and identify key contributors, and content analysis to specify dominant research methodologies and the MSS most commonly integrated. Furthermore, science mapping techniques—such as co-authorship networks, keyword co-occurrence analysis, and bibliographic coupling—were utilized to outline the collaborative networks and the conceptual and intellectual structure of the field.

The study identifies three principal IMS research themes: the practical implementation of IMS, their role in promoting sustainability and social responsibility, and their impact on continuous performance improvement. It also highlights the field’s evolution and key research constituents—including influential works, prolific authors, leading academic institutions and countries, and top publishing journals. It further reveals that IMS research exhibits strong collaboration across authors and countries, and a rich methodological plurality, notably with a marked increase in empirical surveys in recent years. Additionally, it identifies the most frequently referenced MSS for integration, prominently featuring ISO 9001, ISO 14001, and ISO 45001/OHSAS 18001.

This study is original in its application of a dual analytical approach—bibliometric and content analysis—to provide a holistic overview of IMS research. It offers new insights into the integration of diverse MSS and proposes several promising paths for future research. Among the most prominent are standardizing IMS fundamental specifications, conducting more empirical research with advanced methods to evaluate the effects of MSS integration, providing practical support for organizations in IMS implementation through tailored methodologies and tools, and exploring the potential of Industry 4.0 and 5.0 technologies to advance IMS practices.

Companies increasingly leverage artificial intelligence (AI) to enhance human performance, particularly in e-commerce. However, the effectiveness of AI augmentation remains controversial. This study investigates whether, how and why AI enhances human agents’ sales through a randomized field experiment.

This study conducts a two-by-two factorial randomized field experiment (N = 1,090) to investigate the effects of AI augmentation on sales. The experiment compares sales outcomes handled solely by human agents with those augmented by AI, while also examining the moderating effect of agents’ experience levels and the underlying mechanisms behind agents’ responses.

The results reveal that AI augmentation leads to a significant 5.46% increase in sales. Notably, the impact of AI augmentation varies based on agents’ experience levels, with inexperienced agents benefiting nearly six times more than their experienced counterparts. Mediation analysis shows that AI augmentation improves response timeliness, accuracy and sentiment, thereby boosting sales.

This study highlights the role of AI augmentation in human–AI collaboration, demonstrates the varying impacts of AI augmentation based on agents’ experience levels and offers insights for organizations on how to regulate AI augmentation to enhance agent responses and drive sales.