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Full Description
Toward Responsible Service Management: AI and Digital Transformation in Action advances service management concepts by providing a platform for initiating critical debates grounded in pertinent industry cases. It proposes new theoretical and practical implications aimed at service providers, policymakers, educators, and students.
Analysing the drivers and barriers of responsible service management, Hesam Olya brings together a global range of perspectives from researchers and industry experts. The book reflects on how service developments can enhance efficiency and financial performance, while also acknowledging the human dimension of management and the need to responsibly uphold individual rights, including safety, privacy, and ethical concerns.
Chapters critically discuss the impacts of digital transformation and the associated challenges in this field, addressing topics such as the enablers and barriers of responsible service management, the dark sides of digital technologies, the human element in digital services, and responsible artificial intelligence.
Contents
Introduction
Part I. Responsible Digital transformation: Concepts, Issues, and Prospects
Chapter 1. User Beware! The Dark Side of Digital Technologies; Mark S. Rosenbaum, Gabby Walters, Karen Edwards, and Claudia Gonzalez-Arcos
Chapter 2. Back to the Future with a 'Responsibility Caveat': Evaluating the Tension of Responsibility and Accountability within Social Commerce via a Customer-to-Customer Lens; Rebecca Beech and Robin Robin
Chapter 3. A Critical Insight on Innovations Theories: Introducing Responsible Jobs to Be Done theory; Sara Dalir
Chapter 4. The Ethical Landscape of Virtual Influencers in Service Industries: Implications for Social, Economic, and Environmental concerns; Tatbeeq Raza-Ullah, Lino Trinchini, Anish Yousaf, and Insha Amin
Part II. Responsible AI: From Conceptualisation to Application
Chapter 5. 'Real-ising' the Benefits of Responsible Artificial Intelligence (AI) Management: An Interpretive Study; Mengran Xiong, Yichuan Wang, and Hesam Olya
Chapter 6. Service Recovery Strategies in Cases of AI Malfunction; Brad Eskridge and Patrick van Esch
Chapter 7. Responsible Service Management in a Post-Truth Era: Curating Trustworthy Artificial Intelligence (TAI) in Service 4.0; Yuanyuan (Gina) Cui and Patrick L. Warren
Chapter 8. Toward Responsible Ecosystem Service Management Using Artificial Intelligence; Arash Akhshik and Masoud Akhshik
Part III: Challenges and Implications of Responsible Digital Transformation
Chapter 9. Responsible Marketing to Children in the Digital Environment: The Challenges and Implications for Policy and Practice; Sheli Smith
Chapter 10. The Evolution of Job Advertisements in the Era of Responsible Advertising; Ali Mahjoub and Siamak Kheybari
Chapter 11. The Now and Future of Responsible Service Management in the Integrated Resort Services; Jinkyung Jenny Kim, Runze Grayson Yuan, and Ben K. Goh
Conclusion; Hesam Olya
