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Artificial Intelligence Theory in Service Management

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Exploring Service Science (IESS 2020)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 377))

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Abstract

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.

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Notes

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    Titles on Scopus are classified under four board subject clusters (life sciences, physical sciences, health sciences and social sciences & humanities), which are further divided into 27 major subject areas and 300+ minor subject areas [35].

  2. 2.

    The subject category “Artificial Intelligence” includes 797 titles (source: Scimago).

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Author information

Authors and Affiliations

  1. Institute of Social and Political Sciences (ISCSP) and CAPP, University of Lisbon, Lisbon, Portugal

    João Reis & Paula Espírito Santo

  2. Department of Management and CISED, School of Technology and Management of Viseu, Polytechnic Institute of Viseu, Viseu, Portugal

    Nuno Melão

Authors
  1. João Reis
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  2. Paula Espírito Santo
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  3. Nuno Melão
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Correspondence to João Reis .

Editor information

Editors and Affiliations

  1. University of Porto, Porto, Portugal

    Henriqueta Nóvoa

  2. University Politehnica of Bucharest, Bucharest, Romania

    Monica Drăgoicea

  3. Karlsruhe Institute of Technology (KIT), Karlsruhe, Germany

    Niklas Kühl

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Reis, J., Santo, P.E., Melão, N. (2020). Artificial Intelligence Theory in Service Management. In: Nóvoa, H., Drăgoicea, M., Kühl, N. (eds) Exploring Service Science. IESS 2020. Lecture Notes in Business Information Processing, vol 377. Springer, Cham. https://doi.org/10.1007/978-3-030-38724-2_10

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  • DOI: https://doi.org/10.1007/978-3-030-38724-2_10

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