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Key concepts in artificial intelligence and technologies 4.0 in services

Author

Listed:
  • Russell W. Belk

    (York University)

  • Daniel Belanche

    (University of Zaragoza)

  • Carlos Flavián

    (University of Zaragoza)

Abstract

The emerging Industry 4.0 technologies that are impacting the global economy also represent an extraordinary opportunity to increase customer value in the service sector. Indeed, the ongoing Fourth Industrial Revolution differs from previous technologies in three main ways: (1) technological developments overcomes humans’ capabilities such that humans or even companies are no longer controlling technology; (2) customers embrace life in new technology-made environments, and (3) the boundaries between human and technology become to be blurred. This document explains these novel insights and defines the key AI-related concepts linked to each of these three distinctive aspects of Technologies 4.0 in services.

Suggested Citation

  • Russell W. Belk & Daniel Belanche & Carlos Flavián, 2023. "Key concepts in artificial intelligence and technologies 4.0 in services," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 1-9, March.
    • Handle: RePEc:spr:svcbiz:v:17:y:2023:i:1:d:10.1007_s11628-023-00528-w
    DOI: 10.1007/s11628-023-00528-w
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    References listed on IDEAS

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    1. HeeSoo Chin & Durga Prasad Marasini & DonHee Lee, 2023. "Digital transformation trends in service industries," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 11-36, March.
    2. Daniel Belanche & Luis V. Casaló & Carlos Flavián & Jeroen Schepers, 2020. "Service robot implementation: a theoretical framework and research agenda," The Service Industries Journal, Taylor & Francis Journals, vol. 40(3-4), pages 203-225, March.
    3. Russell W. Belk, 2013. "Extended Self in a Digital World," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 40(3), pages 477-500.
    4. Mark Anthony Camilleri & Ciro Troise, 2023. "Live support by chatbots with artificial intelligence: A future research agenda," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 61-80, March.
    5. Sang M. Lee & DonHee Lee, 2020. "“Untact”: a new customer service strategy in the digital age," Service Business, Springer;Pan-Pacific Business Association, vol. 14(1), pages 1-22, March.
    6. Flavián, Carlos & Ibáñez-Sánchez, Sergio & Orús, Carlos, 2019. "The impact of virtual, augmented and mixed reality technologies on the customer experience," Journal of Business Research, Elsevier, vol. 100(C), pages 547-560.
    7. Russell Belk, 2021. "Ethical issues in service robotics and artificial intelligence," The Service Industries Journal, Taylor & Francis Journals, vol. 41(13-14), pages 860-876, October.
    8. K Akdim & Luis V. Casaló, 2023. "Perceived value of AI-based recommendations service: the case of voice assistants," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 81-112, March.
    9. Gelbrich, Katja & Hagel, Julia & Orsingher, Chiara, 2021. "Emotional support from a digital assistant in technology-mediated services: Effects on customer satisfaction and behavioral persistence," International Journal of Research in Marketing, Elsevier, vol. 38(1), pages 176-193.
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    Cited by:

    1. Zhu, Hui & Vigren, Olli & Söderberg, Inga-Lill, 2024. "Implementing artificial intelligence empowered financial advisory services: A literature review and critical research agenda," Journal of Business Research, Elsevier, vol. 174(C).
    2. Flavián, Carlos & Belk, Russell W. & Belanche, Daniel & Casaló, Luis V., 2024. "Automated social presence in AI: Avoiding consumer psychological tensions to improve service value," Journal of Business Research, Elsevier, vol. 175(C).

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    Artificial intelligence; Technologies 4.0;

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