Browsing by Author "Santo, Paula Espírito"
Now showing 1 - 2 of 2
Results Per Page
Sort Options
- Artificial Intelligence in Government Services: A Systematic Literature ReviewPublication . Reis, João; Santo, Paula Espírito; Melão, NunoThe aim of this paper is to provide an overview on how artificial intelligence is shaping the digital era, in policy making and governmental terms. In doing so, it discloses new opportunities and discusses its implications to be considered by policy-makers. The research uses a systematic literature review, which includes more than one technique of data analysis in order to generate comprehensiveness and rich knowledge, we use: a bibliometric analysis and a content analysis. While artificial intelligence is identified as an extension of digital transformation, the results suggest the need to deepen scientific research in the fields of public administration, governmental law and business economics, areas where digital transformation still stands out from artificial intelligence. Although bringing together public and private sectors, to collaborate in the public service delivery, presents major advantages to policy makers, evidence has also shown the existence of negative effects of such collaboration.
- Artificial Intelligence Theory in Service ManagementPublication . Reis, João; Santo, Paula Espírito; Melão, NunoArtificial intelligence (AI) is expected to be more promising in the coming years, with, for example, notable gains in productivity, although there may be a significant impact on job reduction, which may jeopardize labor sustainability. Accordingly, there is a need to better understand this phenomenon and to analyze it in the light of a particular theory. However, there is a scarcity of AI theories in the service management literature. In order to obtain a better understanding of the subject, we have conducted a systematic review of the literature to provide a comprehensive analysis of the theories developed regarding AI in service management. The results have showed a wide range of theories, but not all directly related with AI; the latter are smaller in number making it difficult to draw a clear pattern. At current days, researchers are slowly advancing with new AI theories and moving away from those already in use, such as in computer science, ethics, philosophical theories, and so on.