The Service Revolution and the Transformation of Marketing Science

By Roland T. Rust, Ming-Hui Huang. Marketing science (Providence, R.I.), 2014

519 citations recorded by the source corpus.

Subfields: Management Information Systems, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/8a88e9710ad9b4cb8db6a3086ede9c531d994917

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In Management Information Systems

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

Machine learning and AI in marketing – Connecting computing power to human insights (2020, unknown): “Marketing is becoming increasingly personalized (Chung, Rust, & Wedel, 2009; Rust & Huang, 2014; Chung, Wedel, & Rust, 2016).”
Big Data Analytics in Operations Management (2018, background): “For instance, Rust and Huang (2014) (2016) propose a video-based automated recommender system for shoppers of garment products.”
Gaining Customer Experience Insights That Matter (2018, background): “Further, we demonstrate how to make sense of structured and unstructured big data that was foreshadowed as an important area to be addressed by Rust and Huang (2014).”
Engaged to a Robot? The Role of AI in Service (2020, background): “Rust and Huang (2014) point out that technology (e.g., machine learning, big data, cloud computing) is a primary force for the expansion of the service economy.”
Frontline Service Technology infusion: conceptual archetypes and future research directions (2019, background): “Today, however, the service encounter is increasingly infused with technology aimed at reducing the cost of hiring, managing and maintaining FLEs, while also offering better, more personalized service through big data insights (Rust and Huang, 2014).”
Rebooting employees: upskilling for artificial intelligence in multinational corporations (2021, background): “AI is increasingly reshaping work by performing various tasks and is becoming a major source of innovation (Rust & Huang, 2014).”
Domo Arigato Mr. Roboto (2017, background): “Technology continues to radically and rapidly change the nature of service, customers’ service experiences, and customers’ relationships with service providers (Ostrom et al. 2015; Rust and Huang 2014).”
Transforming provider-customer relationships in digital servitization: A relational view on digitalization (2020, background): “Digitalization has actually stimulated companies to move from product-centric models to digital service-oriented offerings (Adrodegari & Saccani, 2017; Ardolino et al., 2018; Rust & Huang, 2014).”
Artificial Intelligence in Service (2018, background): “Artificial intelligence (AI), manifested by machines that exhibit aspects of human intelligence (HI), is increasingly utilized in service and today is a major source of innovation (Rust and Huang 2014).”
Assessing customers' perceived value of the online channel of multichannel retailers: A two country examination (2015, background): “Second, given the growing focus on integrating the role of customers and technology for value measurement and optimization to enhance customer centricity objectives (Ostrom et al., 2015; Rust and Huang, 2014; Verhoef and Lemon, 2013), we identify outcomes of POCVAL and examine the effect of customer”