This Handbook examines the impacts of AI on the innovation of services, service processes and business models. It presents state-of-the-art conceptual and empirical evidence concerning uses and applications of AI in different service sectors and from varying perspectives.

Contents List of contributors vii Preface xiv PART I INTRODUCTION AND STATE OF THE ART ON AI IN SERVICES 1 Artificial intelligence in services: state of the art and future directions 2 Ada Scupola, Jon Sundbo, Lars Fuglsang and Anders Henten 2 Artificial intelligence in service: a bibliometric literature review 14 Marco Smacchia and Stefano Za PART II AI AND INNOVATION IN SERVICES 3 Predictive maintenance as an artificial intelligence service: a study of value creation 31 Kathrin Kirchner, Grzegorz Leszczyński, Marek Zieliński and Bartosz Jędrzejczak 4 Impact of artificial intelligence on the claim-handling process in insurance services: automation, augmentation, or both? 53 Ada Scupola, Victor Holck Abildgaard, Federica Auletta and Magnus Zwicky Riddersholm 5 The impact of artificial intelligence on audit services: an empirical study of the Italian context 67 Domenica Lavorato and Rita Lamboglia 6 Digital business model innovation in tech-based professional service firms 82 Frida Pemer, Charlotte Walker and Tale Skjølsvik 7 Upsetting a traditional industry: exploring the unintended institutional change and entrepreneurship of artificial intelligence and legal-tech firms 98 Tale Skjølsvik and Frida Pemer PART III AI AND THE SERVICE ENCOUNTER 8 AI and service encounters 119 Ahmet Tuğrul Tuğer 9 The strategic nature of artificial intelligence in customer relationship management 143 Sadrac Cenophat 10 Using artificial intelligence to augment empathetic competences in professional services 158 Frans Bévort, Jon Sundbo and Lars Fuglsang 11 AI-enhanced smart service innovation practices 176 Tiziana Russo Spena, Cristina Mele and Marialuisa Marzullo PART IV AI AND VALUE CREATION 12 How AI augments value creation: towards a model of human–AI cooperation in services research 195 Sami Rusthollkarhu, Malla Mattila, Leena Aarikka-Stenroos and Mika Yrjölä 13 Creating a better life at home from anywhere 215 Jørn Kjølseth Møller 14 AI-based service systems: digital-ethical issues and their impact on value co-creation 228 Claudia Lemke and Dagmar Monett 15 Crafting value propositions for an AI-enhanced digital platform 250 Malla Mattila and Mika Yrjölä PART V AI ETHICS, POLICIES AND REGULATIONS 16 Artificial intelligence in public sector services: ethical issues 266 Anastasia Sofia Alexiadou 17 Applying artificial intelligence in employment services: the role of law and human rights 283 Elisavet Athanasia Alexiadou 18 Ethical foresight approach for anticipating societal impacts of AI technologies 296 Nadezhda Gotcheva and Nina Wessberg 19 Governing AI services: a state-of-the-art overview 308 Anton Sigfrids, Antero Karvonen, Nina Rilla and Marinka Lanne 20 Back to industrial policies with a human-centric flavor: the case of artificial intelligence 330 Jean Paul Simon Index 350