Authors: Henrik C. Schletha, Franz Breua, Dominik K. Kanbacha,b and Sascha Kraus.
In this study, 113 articles were reviewed to understand how the BMI adopted AI in the service industry. In hotels, robotics using AI is used in concierge to personalise the interaction with guests. And in restaurant, AI is used to solve problem such as labor shortage and the raising operational costs.
Based on the previous research, AI impacts on the service industry is investigated a lot. Most research focus on the customer orientation aspects. This research concentrate on strategic and organisational factors.
The research methodology
There are 3 steps of approaches used: 1. involved identifying the need for a review and framing the research objective. Step 2. Focus on conducting the review . Step 3, entailed and sythesizing the finding and presenting the findings within an integrated framework. The review is done in google scholar and web of science. The data based used was EBSCO. This research reviewed 13,582 articles. After filtered the duplicate, shrink to 875 articles. After assessment on the quality area, there are 411 articles.
Findings
This research developed 7 key considerations for innovating service-centric business models. Based on this framework:
1: achieving service automation while maintaining human touch
2. balancing AI insights and human intuition in service provision
3. navigating innovation beyond service delivery capabilities
4. reconciling service personalization and customer privacy
preservation
5. reflecting on customer adoption when offering AI-enabled
services
6. aligning workforce synergies with service expertise retention
7. ensuring transparency and fairness to maximize service
profitability
The limitation of this research is its depth of service – and technology specific findings as they focus on more multiple service sectors. The articles are only between 2018 until 2024. Geographical limitations; Asia, North America and Europe.
