AI-based service systems: digital-ethical issues and their impact on value co-creation

Claudia Lemke and Dagmar Monett

Chapter 14 in Handbook of Services and Artificial Intelligence, 2024, pp 228-249 from Edward Elgar Publishing

Abstract: The digital age is characterized by a dematerialization of value creation, in which the importance of physical (material) goods has shifted in favour of information-based services. The focus is no longer on the exchange of goods that are actually produced, but on the exchange of (digital) services. Service systems represent a combination of value co-creation from people, technology, shared information, and the internal and external connections within and between services. AI-based systems, when viewed as systems for automated decision-making, may therefore influence all levels of a service, from the way in which knowledge is generated and used, the various forms of autonomy, and the integration of humans as decision-makers, to the processes and procedures for the design, creation and consumption of services. The core statement of this chapter is that a service-centred approach for the use of AI-based services should touch on digital-ethical issues from all perspectives.

Keywords: Business and Management; Economics and Finance; Geography; Innovations and Technology (search for similar items in EconPapers)
Date: 2024
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