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Article
Publication date: 23 August 2022

James Tarbit, Nicole Hartley and Josephine Previte

Exoskeletons are characterized as wearable, mechanical orthoses that augment the physical performance of the wearer, enhance productivity and employee well-being when used in…

605

Abstract

Purpose

Exoskeletons are characterized as wearable, mechanical orthoses that augment the physical performance of the wearer, enhance productivity and employee well-being when used in value producing contexts. However, limited research involving exoskeleton usage by service employees in frontline contexts has been undertaken within service research. The purpose of this paper is to provide an overview of exoskeleton research undertaken within the context of value-producing roles, introduce exoskeletons conceptually to the service research domain, provide new conceptualizations of service exchange interactions involving physically augmented service actors and propose future avenues of exoskeleton research in alignment with key service theories.

Design/methodology/approach

A multi-disciplinary structured literature review based on the preferred reporting items for systematic reviews and meta-analyses method was undertaken across a variety of literature fields. A final selection of n = 25 papers was selected for analysis from an initial sample of N = 3,537. Given the emergent nature of exoskeleton research and the variety of methodology types used between literature fields, a thematic analysis approach was used for analysing identified papers.

Findings

The literature review identified four main themes within role-focused exoskeleton research. These themes informed proposals for future exoskeleton research with respect to key service theories and typologies. The findings demonstrate that the presence of an exoskeleton changes the behaviours and interactions of service employees. The augmented social presence AugSP typology is conceptualized to explain the influences of human enhancement technologies (HETs) within service actor interactions.

Originality/value

This research introduces the AugSP typology to conceptualize the impacts that exoskeletons and HETs impose within technologically mediated service interactions and provides a service-specific definition of exoskeleton technology to guide future service research involving the technology.

Details

Journal of Services Marketing, vol. 37 no. 3
Type: Research Article
ISSN: 0887-6045

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Book part
Publication date: 14 March 2024

Werner Kunz, Jochen Wirtz, Nicole Hartley and James Tarbit

Artificial intelligence (AI) is revolutionizing businesses and daily life, with AI-powered technologies like personal assistants and medical diagnostic systems transforming how we…

Abstract

Artificial intelligence (AI) is revolutionizing businesses and daily life, with AI-powered technologies like personal assistants and medical diagnostic systems transforming how we interact and make decisions. However, the ethical implications of these technologies cannot be ignored. AI systems can produce biased results and decisions if not designed to be fair and unbiased. Corporate digital responsibility (CDR) provides a valuable framework for addressing these ethical dilemmas. Service organizations need to navigate CDR issues across the data and technology life-cycle stages (e.g., their creation, operation, refinement, and retention) and across its digital service ecosystem (including its external business partners). Despite the risks associated with poor CDR practices, companies may adopt them to benefit from data monetization, enhanced customer experience, and productivity improvement. To mitigate these risks and build a strong CDR culture, organizations need to establish ethical norms, prioritize customer privacy, and ensure equitable power dynamics with business partners. The emergence of generative AI poses enhanced CDR challenges, such as AI complexity, monitoring, accountability, and workforce changes. Going forward, CDR is a crucial framework for firms to address the needs of their multiple stakeholders and to ensure sustainable business practices in the increasingly digital service world.

Details

The Impact of Digitalization on Current Marketing Strategies
Type: Book
ISBN: 978-1-83753-686-3

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Available. Content available
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Publication date: 14 March 2024

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Abstract

Details

The Impact of Digitalization on Current Marketing Strategies
Type: Book
ISBN: 978-1-83753-686-3

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Article
Publication date: 12 June 2024

Lauren I. Labrecque, Priscilla Y. Peña, Hillary Leonard and Rosemary Leger

The surge of artificial intelligence (AI) applications and subsequent adoption by consumers and marketers has ignited substantial research exploring the benefits and opportunities…

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Abstract

Purpose

The surge of artificial intelligence (AI) applications and subsequent adoption by consumers and marketers has ignited substantial research exploring the benefits and opportunities of AI. Despite this, little attention has been given to its unintended negative consequences. In this paper, the authors examine both the practitioner and academic sides of ethical AI. In doing so, the authors conduct an extensive review of the AI literature to identify potential issues pertaining to three areas: individual consumers, societal and legal. The authors identify gaps and offer questions to drive future research.

Design/methodology/approach

The authors review recent academic literature on AI in marketing journals, and top ethical principles from three top technology developers (Google, IBM and Meta) in conjunction with media reports of negative AI incents. They also identify gaps and opportunities for future research based on this review.

Findings

The bibliographic review reveals a small number of academic papers in marketing that focus on ethical considerations for AI adoption. The authors highlight concerns for academic researchers, marketing practitioners and AI developers across three main areas and highlight important issues relating to interactive marketing.

Originality/value

This paper highlights the under-researched negative outcomes of AI adoption. Through an extensive literature review, coupled with current responsible AI principles adopted by major technology companies, this research provides a framework for examining the dark side of AI.

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Article
Publication date: 22 May 2024

Linda Alkire, Anil Bilgihan, My (Myla) Bui, Alexander John Buoye, Seden Dogan and Seoyoung Kim

This article introduces the Responsible AI for Service Excellence (RAISE) framework. RAISE is a strategic framework for responsibly integrating AI into service industries. It…

587

Abstract

Purpose

This article introduces the Responsible AI for Service Excellence (RAISE) framework. RAISE is a strategic framework for responsibly integrating AI into service industries. It emphasizes collaborative AI design and deployment that aligns with the evolving global standards and societal well-being while promoting business success and sustainable development.

Design/methodology/approach

This multidisciplinary conceptual article draws upon the United Nations' Sustainable Development Goals (SDGs) and AI ethics guidelines to lay out three principles for practicing RAISE: (1) Embrace AI to serve the greater good, (2) Design and deploy responsible AI and (3) Practice transformative collaboration with different service organizations to implement responsible AI.

Findings

By acknowledging the potential risks and challenges associated with AI usage, this article provides practical recommendations for service entities (i.e. service organizations, policymakers, AI developers, customers and researchers) to strengthen their commitment to responsible and sustainable service practices.

Originality/value

This is the first service research article to discuss and provide specific practices for leveraging responsible AI for service excellence.

Details

Journal of Service Management, vol. 35 no. 4
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 18 July 2024

Asieh Nazemi, Paria R. Zamanfashami, Pantea Foroudi, Manijeh Haghighinasab, Nader Seyyedamiri and Masoud Zare Mehrjardy

This study aims to address the following research questions: (1) What are the theoretical frameworks and areas of study that influence the development of service ecosystems? and…

75

Abstract

Purpose

This study aims to address the following research questions: (1) What are the theoretical frameworks and areas of study that influence the development of service ecosystems? and (2) To what extent does a service ecosystem align with the theoretical concepts presented in other research contexts within the study areas, thereby transforming the fundamental structure of the core concept?

Design/methodology/approach

We conducted a bibliometric systematic literature review, analyzing 280 papers from a sample of 52 journals listed in the Association of Business Schools (ABS). The review covered the period between 2004 and 2022, and we utilized co-citation analysis, multi-dimensional scaling analysis and hierarchical cluster analysis (HCA) on a total of 2,614 citations.

Findings

This study employs co-citation analysis to identify the conceptual structure of the service ecosystem based on highly cited papers. Additionally, we utilize multidimensional scaling (MDS) to uncover key approaches driving service ecosystem research. Through HCA and network analysis, we examine the research scope and its development, emphasizing theory-driven approaches. By combining quantitative and qualitative analysis, we explore the interrelationships between scope, domain and evolution. This comprehensive analysis allows us to delve deeply into the study of service ecosystems. To broaden the research scope, we propose a conceptual framework for comparing the main components of a service ecosystem. The current paper clarifies the service ecosystem's intellectual structure, including service performance, humanistic approach, sustainable innovations and service reflexivity and reformation and proposes a prospective research framework for specialists and researchers by introducing a metaverse service ecosystem.

Originality/value

For the first time, the findings of this study shed light on processes that facilitate the flow of technologies, business models and markets through social structures, ultimately contributing to social change. In service-based systems, the development and application of a more humanistic approach within and surrounding social service ecosystems are crucial as they evolve. Therefore, adopting a dynamic and multifaceted approach offers valuable insights into the drivers of value creation.

Details

Journal of Strategy and Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1755-425X

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