IDEAS home Printed from https://ideas.repec.org/a/spr/svcbiz/v17y2023i1d10.1007_s11628-023-00528-w.html
   My bibliography  Save this article

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
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11628-023-00528-w
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s11628-023-00528-w?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    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. 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.
    5. 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.
    6. 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.
    7. 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.
    8. 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.
    9. 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.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    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).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Santiago Forgas-Coll & Ruben Huertas-Garcia & Antonio Andriella & Guillem Alenyà, 2022. "The effects of gender and personality of robot assistants on customers’ acceptance of their service," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 359-389, June.
    2. Sebastian Molinillo & Francisco Rejón-Guardia & Rafael Anaya-Sánchez, 2023. "Exploring the antecedents of customers’ willingness to use service robots in restaurants," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 167-193, March.
    3. Chiang, Ai-Hsuan & Trimi, Silvana & Lo, Yu-Ju, 2022. "Emotion and service quality of anthropomorphic robots," Technological Forecasting and Social Change, Elsevier, vol. 177(C).
    4. Soon Goo Hong & DonHee Lee, 2023. "Development of a citizen participation public service innovation model based on smart governance," Service Business, Springer;Pan-Pacific Business Association, vol. 17(3), pages 669-694, September.
    5. 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.
    6. Miikka J. Lehtonen & J. Tuomas Harviainen & Annakaisa Kultima, 2023. "How monetization mechanisms in mobile games influence consumers’ identity extensions," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 113-136, March.
    7. Xia Liu & Yanhan Sun & Shengshi Zhou & Yu Li & Shan Zhuang, 2024. "Research on time-value-oriented business model innovation path in life services enterprises and its impact on customer perceived value," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-14, December.
    8. Stanislav Ivanov & Craig Webster & Faruk Seyitoğlu, 2023. "Humans and/or robots? Tourists’ preferences towards the humans–robots mix in the service delivery system," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 195-231, March.
    9. Nour El Houda Ben Amor & Mohamed Nabil Mzoughi, 2023. "Do Millennials’ Motives for Using Snapchat Influence the Effectiveness of Snap Ads?," SAGE Open, , vol. 13(3), pages 21582440231, July.
    10. Han-Shen Chen, 2020. "The Construction and Validation of a Sustainable Tourism Development Evaluation Model," IJERPH, MDPI, vol. 17(19), pages 1-20, October.
    11. László SEER, 2020. "Toward A Threshold Model Of Consumer Autonomy For Human-Smart System Interactions: A Qualitative Study," Network Intelligence Studies, Romanian Foundation for Business Intelligence, Editorial Department, issue 15, pages 57-69, June.
    12. Lutz, Christoph & Newlands, Gemma, 2018. "Consumer segmentation within the sharing economy: The case of Airbnb," Journal of Business Research, Elsevier, vol. 88(C), pages 187-196.
    13. Ahn, Suhyoung & Ellie Jin, Byoungho & Seo, Hyesim, 2024. "Why do people interact and buy in the Metaverse? Self-Expansion perspectives and the impact of hedonic adaptation," Journal of Business Research, Elsevier, vol. 175(C).
    14. Mkedder, Nadjim & Jain, Varsha & Salunke, Parth, 2024. "Determinants of virtual reality stores influencing purchase intention: An interpretive structural modeling approach," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    15. Thomas P. Novak & Donna L. Hoffman, 2019. "Relationship journeys in the internet of things: a new framework for understanding interactions between consumers and smart objects," Journal of the Academy of Marketing Science, Springer, vol. 47(2), pages 216-237, March.
    16. Anastasiadou, Constantia & Vettese, Samantha, 2021. "Souvenir authenticity in the additive manufacturing age," Annals of Tourism Research, Elsevier, vol. 89(C).
    17. Shengliang Zhang & Chaoying Huang & Xiaodong Li & Ai Ren, 2022. "Understanding Impacts of Service Robots with the Revised Gap Model," Sustainability, MDPI, vol. 14(5), pages 1-23, February.
    18. Silvia Biraghi & Rossella Chiara Gambetti & Angela Antonia Beccanulli, 2020. "Achieving cultural relevance in technomediated platforms: instant cultural branding and controversial clicktivism," Italian Journal of Marketing, Springer, vol. 2020(2), pages 163-187, September.
    19. Siqi Emily Lu & Brent Moyle & Sacha Reid & Elaine Yang & Biqiang Liu, 2023. "Technology and museum visitor experiences: a four stage model of evolution," Information Technology & Tourism, Springer, vol. 25(2), pages 151-174, June.
    20. Greve, Goetz & Meyer, Frederike, 2020. "Sales- und Service-Bots im Vertrieb - Chance oder Risiko für Unternehmen?," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 37(5), pages 10-17.

    More about this item

    Keywords

    Artificial intelligence; Technologies 4.0;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:svcbiz:v:17:y:2023:i:1:d:10.1007_s11628-023-00528-w. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.