Artificial Intelligence in Service

By Ming-Hui Huang, Roland T. Rust. 2018

2,912 citations recorded by the source corpus.

Subfields: Artificial Intelligence, Industrial and Manufacturing Engineering, Marketing, Human-Computer Interaction

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The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

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Citations in the corpus

GPTs are GPTs: An Early Look at the Labor Market Impact Potential of Large Language Models (2023, background): “In this way, adoption may be driven by progress on some of the ethical and safety risks associated with LLMs: bias, fabrication of facts, and misalignment, to name a few OpenAI (2023a).”
Robotics for Customer Service: A Useful Complement or an Ultimate Substitute? (2019, background): “As robots increasingly join the service workforce, how to optimally integrate human and robotic labor has become a very interesting and important research topic (Huang and Rust 2018; Shah 2016; Zeller and Smith 2014).”
The Roles of Personality Traits, AI Anxiety, and Demographic Factors in Attitudes toward Artificial Intelligence (2022, background): “Huang and Rust (2018) stated that AI is threatening services provided by people.”
Human Trust in Artificial Intelligence: Review of Empirical Research (2020, background): “This revolution and its implications highlight new theoretical and empirical questions that need to be addressed by organizational researchers, as AI has the potential to dramatically ,decisionsaremade, andknowledgeismanaged(Brynjolfsson,Mitchell,& Rock,2018;Danaher,2017;Huang&Rust,2018;Kaplan, 2015”
Frontiers: Machines vs. Humans: The Impact of Artificial Intelligence Chatbot Disclosure on Customer Purchases (2019, background): “In marketing, Huang and Rust (2018) note that the future trend of AI applications hinges upon empathetic tasks that require computers to understand people ’ s emotional status and respond appropriately with care and feeling.”
A review of research into automation in tourism: Launching the Annals of Tourism Research Curated Collection on Artificial Intelligence and Robotics in Tourism (2020, background): “Huang and Rust (2018) suggested four different skills in service jobs: mechanical, analytical, intuitive, and empathetic intelligence.”