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Frontline encounters of the AI kind: An evolved service encounter framework

Robinson, Stacey, Orsingher, Chiara, Alkire, Linda, De Keyser, Arne, Giebelhausen, Michael, Papamichail, K. Nadia, Shams, Poja, Temerak, M.S. (2020) Frontline encounters of the AI kind: An evolved service encounter framework. Journal of Business Research, 116 . pp. 366-376. ISSN 0148-2963. (doi:10.1016/j.jbusres.2019.08.038) (KAR id:77834)

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https://doi.org/10.1016/j.jbusres.2019.08.038

Abstract

Artificial intelligence (AI) is radically transforming frontline service encounters, with AI increasingly playing the role of employee or customer. Programmed to speak or write like a human, AI is poised to usher in a frontline service revolution. No longer will frontline encounters between customer and employee be simply human-to-human; rather, researchers must consider an evolved paradigm where each actor could be either human or AI. Further complicating this 2 × 2 framework is whether the human, either customer or employee, recognizes when they are interacting with a non-human exchange partner. Accordingly, we develop an evolved service encounter framework and, in doing so, introduce the concept of counterfeit service, interspecific service (AI-to-human), interAI service (AI-to-AI), and offer a research agenda focused on the implementation of AI in dyadic service exchanges.

Item Type: Article
DOI/Identification number: 10.1016/j.jbusres.2019.08.038
Uncontrolled keywords: Service encounter, Artificial intelligence (AI), Technology Customer, experience, Frontline employee, Counterfeit
Divisions: Divisions > Kent Business School - Division > Department of Marketing, Entrepreneurship and International Business
Depositing User: Mohamed Temerak
Date Deposited: 25 Oct 2019 15:09 UTC
Last Modified: 08 Oct 2021 14:32 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/77834 (The current URI for this page, for reference purposes)
Temerak, M.S.: https://orcid.org/0000-0002-9128-6715
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