Artificial Intelligence Theory in Service Management

Reis, João; Santo, Paula Espírito; Melão, Nuno

doi:10.1007/978-3-030-38724-2_10

Cited by 4 publications

(2 citation statements)

References 46 publications

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“…The recent emergence of advanced text-based conversation agents, chatbots based on large language models, raises questions concerning the future of a number of service occupations. Earlier attempts to assess the impact of applications of artificial intelligence to occupations in the service sector (Huang and Rust, 2018; Reis et al , 2020) have not dealt with the potential effects of a more fundamental shift in means for text production. Instead of breaking down artificial intelligence effects on tasks of specific occupations and performing a detailed bottom-up analysis such as Huang and Rust did to identify potential job replacements, there is the alternative of a top-down view of the sector.…”

Section: Introductionmentioning

confidence: 99%

The service sector in the classical world: focus on entertainment and well-being

Bröchner

2023

IJQSS

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Purpose Predicting effects of artificial intelligence on service occupations can be supported by a long historical perspective. Historical databases and archaeology help reconstructing the service sector in ancient societies. Here, the purpose of this paper is to analyse occupational specialization within services in cities of ancient Greece and the Roman Empire, as well as how the service sector is reflected in architectural remains, to identify differences and similarities with today’s Europe. Design/methodology/approach Occupational titles are traced in epigraphical and literary sources, sorted according to ISCO-08. Secondary sources are used for the architectural evidence of service activities, as well as for the role of contests and entertainment in antiquity. Findings Compared to current European service employment, professionals were fewer in classical Athens and imperial Rome, which had a greater proportion of specialized salespersons. There were few office buildings and no civic hospitals, but heavy investment in facilities for entertainment and well-being. Quality assessments for goods were little developed; contests for cultural and sports activities assessed entertainment service quality. Research limitations/implications This study covers two periods in classical antiquity and is restricted to Mediterranean cultures, although findings may help understanding the service sector in poor countries with informal employment. Originality/value While particular services provided in ancient cities have been studied, there has been no broad comparative overview of their service occupations. Services in earlier societies with primitive information and communication technologies can provide clues for current developments.

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Section: Introductionmentioning

confidence: 99%

The service sector in the classical world: focus on entertainment and well-being

Bröchner

2023

IJQSS

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“…To develop scientific research in the field of study, our intention is to follow the suggestions of Reis et al (2020b) by proposing a research based on the theory of AI job replacement of Huang and Rust (2018); similar research was developed by Rosete et al (2020) to analyse whether service robots and AI influenced human employment, the latter focused on the private sector. Rosete et al (2020) studied the Henn-na hotel, which fully automated its services so that guests would never find staff during their service experience.…”

Section: Introductionmentioning

confidence: 99%

Influence of artificial intelligence on public employment and its impact on politics: A systematic literature review

Reis

Santo

Melão

2021

BJO&PM

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Goal: Public administration is constantly changing in response to new challenges, including the implementation of new technologies such as robotics and artificial intelligence (AI). This new dynamic has caught the attention of political leaders who are finding ways to restrain or regulate AI in public services, but also of scholars who are raising legitimate concerns about its impacts on public employment. In light of the above, the aim of this research is to analyze the influence of AI on public employment and the ways politics are reacting.Design / Methodology / Approach: We have performed a systematic literature review to disclose the state-of-the-art and to find new avenues for future research. Results:The results indicate that public services require four kinds of intelligence -mechanical, analytical, intuitive, and empathetic -albeit, with much less expression than in private services. Limitations of the investigation:This systematic review provides a snapshot of the influence of AI on public employment. Thus, our research does not cover the whole body of knowledge, but it presents a holistic understanding of the phenomenon. Practical implications:As private companies are typically more advanced in the implementation of AI technologies, the for-profit sector may provide significant contributions in the way states can leverage public services through the deployment of AI technologies.Originality / Value: This article highlights the need for states to create the necessary conditions to legislate and regulate key technological advances, which, in our opinion, has been done, but at a very slow pace.

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Justice as a Service

et al. 2021

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In this paper we address an emerging service, called Justice as a Service (JaaS), that has been defined as an on-demand service, powered by tech, that challenges private and public companies by representing the consumer in their fight for justice/compensation based on laws, consumers’ rights, and contract of carriage. Indeed, in recent years we have witnessed the birth of several JaaS companies, that are devoted to a certain type of claim such as compensation for flight delay or cancellation, or refunds for late shipping. However, as we will discuss in the paper, we do believe that these are only the first generation of JaaS systems, i.e. the ones that solve easy problems. The advances in Natural Language Processing models such as the very recent GPT-3, together with the availability of suits data in electronic form, will soon allow the rise of more complex systems, able either to assist lawyers in the preparation of cases or to assist the end user in more involved legal issues. In the paper, we discuss the technical and legal challenges of these new systems.

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Artificial Intelligence Theory in Service Management

Cited by 4 publications

References 46 publications

The service sector in the classical world: focus on entertainment and well-being

The service sector in the classical world: focus on entertainment and well-being

Influence of artificial intelligence on public employment and its impact on politics: A systematic literature review

Justice as a Service

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