Abstract
Through the lens of service-dominant (S-D) logic, this conceptual paper investigates how the advent of AI-mediated automation challenges the ingrained assumption of interpersonal exchange as an inseparable element defining service. With the support of smart technologies, AI-mediated zero-social-touch service models are emerging, enabling service recipients to interact without human representatives. Drawing upon S-D logic's foundational principles, we develop a conceptual framework to analyze how introducing AI-mediated automated systems alters participation roles, customization, and other socially embedded properties during service. Ultimately, the rise of AI-mediated automation repositions technology not just as a supplementary delivery mechanism but also as the conduit for value co-creation and value enhancement between firms and consumers. This compels philosophically embracing AI-mediated zero-social-touch service within the conceptual space of service and developing fresh perspectives on the evolving nature of techno-mediated participation.
| Original language | English |
|---|---|
| Pages (from-to) | 1-24 |
| Number of pages | 24 |
| Journal | Service Industries Journal |
| DOIs | |
| Publication status | Published - 2024 |
Keywords
- AI agents
- AI-mediated zero-social-touch service
- Service management
- artificial intelligence
- computer automation
- self-service
ASJC Scopus subject areas
- Strategy and Management
- Management of Technology and Innovation
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