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Artificial intelligence in service: a bibliometric literature review

In: Handbook of Services and Artificial Intelligence

Author

Listed:
  • Marco Smacchia
  • Stefano Za

Abstract

Artificial intelligence (AI) is a continuous source of innovation for the service industry, enabling the automation of many processes and new ways of interacting and engaging with customers. Practitioners and scholars are becoming increasingly interested in this phenomenon, exploring it from both technical and social perspectives. Therefore, the aim of this chapter is to give an overview of the current debate concerning AI inside the service sector. To this end, we performed a bibliometric analysis on 706 articles published in journals ranked in the Academic Journal Guide. With this study, we identified the relationship between journals along with the most prolific and impactful areas of research in the domain, the trending topics, and insights for future research. The following contribution provides a quantitative outlook on the intersection between AI and services, offering some insights to scholars interested in further exploring this topic.

Suggested Citation

  • Marco Smacchia & Stefano Za, 2024. "Artificial intelligence in service: a bibliometric literature review," Chapters, in: Ada Scupola & Jon Sundbo & Lars Fuglsang & Anders Henten (ed.), Handbook of Services and Artificial Intelligence, chapter 2, pages 14-29, Edward Elgar Publishing.
    • Handle: RePEc:elg:eechap:21983_2
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    File URL: https://www.elgaronline.com/doi/10.4337/9781035301973.00008
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