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Advisor(s)
Abstract(s)
Artificial 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.
Description
Keywords
Artificial intelligence Service management Systematic literature review Theory
Citation
Publisher
Springer