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

Stacey Robinson, Chiara Orsingher, Linda Alkire, Arne De Keyser, Michael Giebelhausen, K. Nadia Papamichail, Poja Shams and Mohamed Sobhy Temerak

Journal of Business Research, 2020, vol. 116, issue C, 366-376

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.

Keywords: Service encounter; Artificial intelligence (AI); Technology; Customer experience; Frontline employee; Counterfeit (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (28)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:116:y:2020:i:c:p:366-376

DOI: 10.1016/j.jbusres.2019.08.038

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