-------- Forwarded Message --------
Call for Papers
*Journal of Service Research* Special Issue on
*AI Service and Emotion*
Special Issue Editors:
Richard Bagozzi, Dwight F. Benton Professor of Behavioral Science
in
Management, University of Michigan (
bagozzi@umich.edu)
Michael K. Brady, Bob Sasser Professor of Marketing, *Florida
State
University* (
mbrady@cob.fsu.edu)
Ming-Hui Huang, Distinguished Professor, Department of Information
Management, *National Taiwan University* (
huangmh@ntu.edu.tw)
*Submission Deadline: *Full papers due *April 15, 2021*
*JSR*, the leading service journal, with a 5-year impact factor of
9.211,
announces a special issue on *AI Service and Emotion*. This
special issue,
likes *JSR*, is broad and interdisciplinary, and is relevant and
timely to
important managerial and societal service issues. As AI
(artificial
intelligence) continues to advance, it plays an ever-increasing
role in
service. However, people tend to mistake that AI is just about
rational
thinking; however, recent research reveals that AI in service has
important
implications for emotions as well.
At the micro-task level, frontline interactions are interaction-
and
emotion-intensive, requiring HI (human intelligence) to be capable
of
emotional intelligence, and when AI is used to perform frontline
interactions, it either has to have such emotional intelligence or
it
should compliment HI for such interactions. We have witnessed such
a
replacement effect during the COVID-19 pandemic, when social
distancing is
required and AI is used to automate ordering and delivery to avoid
human
contact (see the *JSR* call for Frontline-in-Change special
issue).
At the macroeconomic level, AI, as thinking machines, has pushed
the
economy from manufacturing, to thinking service, to feeling
service. The
feeling service economy is characterized by AI doing the thinking
tasks and
HI doing the feeling tasks. This has important implications for
how the
economy should prepare HI for this disruptive change, for example,
human
workers will need to re-skill to be more feeling and empathetic.
The special issue welcomes submissions from all disciplines with a
service
interest, such as service management, marketing, strategic
management,
information systems, economics, engineering, human resources,
operations
research, computer science, consumer research, psychology, and
sociology.
The analysis level can be micro, meso, or macro, and the
methodology can be
conceptual, empirical, or computational. Potential topics include,
but are
not limited to:
· The Feeling Economy, e.g., the nature, characteristics,
composition, timing, transformation mechanism, and consequences of
the
economy (more equal and inclusive, or less).
· Managing AI, e.g., how firms can transform to become more
feeling-oriented, how to apply and manage various AI intelligences
for
efficiency (productivity) and effectiveness.
· The roles and benefits of AI for emotions in service, e.g.,
engaging customers in their service journeys, meeting their
emotional needs.
· The dark sides of using AI for emotions in service, e.g.,
increasing loneliness, distancing service interaction and
relationships,
disengaging customers, and customer rage.
· The collaboration, augmentation, or replacement of AI for HI in
service, e.g., what types and levels of HI skills are required
(e.g.,
empathy, authenticity, sincerity), how AI and HI work as a team.
· Data, machine learning, AI and service emotions, e.g., AI for
capturing and sensing emotional data, for analyzing, simulating
and
synthesizing service emotions, and for reacting to emotions in
service
interactions
· Driving technologies and technological requirements for the
Feeling
Economy and for service emotions, e.g., what AI can be considered
as
emotion-aware AI, what is required to develop feeling AI, and what
are the
technological bottlenecks for emotional AI.
*Process and Timeline*
Papers will undergo no more than two stages of full peer review.
After the
second round of review, a final decision will be made, to ensure
the
timeliness of publication. The special issue operates in a tight
timeline,
and authors should expect quick turnaround for reviews and
revisions. The
special issue is planned to be published in May 2022 and accepted
papers
will be published online first.
--
Ming-Hui Huang, PhD
Editor-in-Chief Elect, *Journal of Service Research*
Distinguished Professor, Department of Information Management,
National
Taiwan University
Fellow, European Marketing Academy (EMAC)
International Research Fellow, Centre for Corporate Reputation,
University
of Oxford, UK
Distinguished Research Fellow, Center for Excellence in Service,
University
of Maryland, US
SERVSIG Officer for Asia, American Marketing Association (AMA)
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