What is it about?
AI-employees are on the rise. It is challenging to design organizations that facilitate the collaboration among human and non-human employees. The authors propose a framework allowing high end service companies to reflect on how to optimize human-AI collaboration for high quality personalized service.
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Why is it important?
Organizations currently face many challenges in optimally integrating AI in their service processes. We look at this challenge from an HR perspective.
Perspectives
The paper presents a comprehensive discussion of how to integrate 'AI colleagues' in a high-quality service environment. It contains many invaluable suggestions for managers as to how to maintain an optimal service climate.
Allard Van Riel
Universiteit Hasselt
Read the Original
This page is a summary of: A new competitive edge: crafting a service climate that facilitates optimal human–AI collaboration, Journal of Service Management, November 2024, Emerald,
DOI: 10.1108/josm-05-2024-0220.
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