The Service Industries Journal, Volume 41, Issue 13-14 (2021)

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The Service Industries Journal, Volume 41, Issue 13-14 (2021)

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Automated Forms of Interaction in Services: Current Trends, Benefits and Challenges

Editorial

Editorial
Artificial intelligence in services: current trends, benefits and challenges
Carlos Flavián & Luis V. Casaló
Pages: 853-859
Published online: 30 Oct 2021
AbstractforArtificial intelligence in services: current trends, benefits and challenges | Full Text | References | PDF (961.8 KB) | EPUB
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Articles

Article
Ethical issues in service robotics and artificial intelligence
Russell Belk
Pages: 860-876
Published online: 06 Mar 2020
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Article
When AI-based services fail: examining the effect of the self-AI connection on willingness to share negative word-of-mouth after service failures
Bo Huang & Matthew Philp
Pages: 877-899
Published online: 07 Apr 2020
AbstractforWhen AI-based services fail: examining the effect of the self-AI connection on willingness to share negative word-of-mouth after service failures | Full Text | References | PDF (1.9 MB) | EPUB
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Article
The dark side of AI-powered service interactions: exploring the process of co-destruction from the customer perspective
Daniela Castillo, Ana Isabel Canhoto & Emanuel Said
Pages: 900-925
Published online: 30 Jun 2020
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Article
Artificial intelligence acceptance in services: connecting with Generation Z
Vanja Vitezić & Marko Perić
Pages: 926-946
Published online: 05 Sep 2021
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Article
Trust fall: data breach perceptions from loyalty and non-loyalty customers
Hsiangting Shatina Chen & Tun-Min (Catherine) Jai
Pages: 947-963
Published online: 22 Apr 2019
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Article
Chatbot service usage during a pandemic: fear and social distancing
Yu-Shan (Sandy) Huang & Wei-Kang Kao
Pages: 964-984
Published online: 29 Jul 2021
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