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AI-enhanced smart service innovation practices

In: Handbook of Services and Artificial Intelligence

Author

Listed:
  • Tiziana Russo Spena
  • Cristina Mele
  • Marialuisa Marzullo

Abstract

Recent research on service logic has significantly advanced our understanding of AI’s role in service innovation. AI-based technologies have the potential to connect a broader range of actors and resources by collecting real-time data, automating tasks, facilitating decision-making, and creating new opportunities for innovation. However, the specific focus on service innovation and its underlying processes remains unclear. This chapter addresses this gap by adopting a practice theory perspective and exploring how AI is utilized to advance service innovation practices. In doing so, we conceptualize two new types of service innovation practices: automating intelligence practices and augmenting intelligence practices. These practices represent promising avenues for expanding the understanding of service innovation and the potentiality of AI, enriching the scholarly discourse in service research.

Suggested Citation

  • Tiziana Russo Spena & Cristina Mele & Marialuisa Marzullo, 2024. "AI-enhanced smart service innovation practices," Chapters, in: Ada Scupola & Jon Sundbo & Lars Fuglsang & Anders Henten (ed.), Handbook of Services and Artificial Intelligence, chapter 11, pages 176-193, Edward Elgar Publishing.
    • Handle: RePEc:elg:eechap:21983_11
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    File URL: https://www.elgaronline.com/doi/10.4337/9781035301973.00019
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