AI–human collaboration in services: an integrative framework to uncover the key success factors

EuiBeom Jeong () and DonHee Lee ()
Additional contact information
EuiBeom Jeong: Hanshin University
DonHee Lee: Inha University

Service Business, 2025, vol. 19, issue 3, No 4, 45 pages

Abstract: Abstract This study examines the transformative potential of AI–human collaboration in service industries, focusing on critical factors and their influence on performance indicators. A total of 562 academic papers published in the Scopus database between 2015 and 2025 were analyzed using citation and keyword network analysis, as well as meta-analysis. In addition, case-based validations using real-world implementations assessed the effectiveness and practical application of collaborative strategies in modern service environments. The results showed that human–robot service interaction is the most significant factor in enhancing the success of AI–human collaboration. The findings of this study suggest that AI–human collaboration enhances service delivery while improving customer experiences and optimizing operational efficiency.

Keywords: AI–human collaboration; Network analysis; Meta-analysis; Customer experience (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
http://link.springer.com/10.1007/s11628-025-00591-5 Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:svcbiz:v:19:y:2025:i:3:d:10.1007_s11628-025-00591-5

Ordering information: This journal article can be ordered from
http://www.springer.com/business/journal/11628

DOI: 10.1007/s11628-025-00591-5

Access Statistics for this article

Service Business is currently edited by S.M. Lee and J. Millet Roig

More articles in Service Business from Springer, Pan-Pacific Business Association
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().