Artificial intelligence: disrupting what we know about services

2020 ◽  
Vol 34 (3) ◽  
pp. 317-334 ◽  
Author(s):  
Dora E. Bock ◽  
Jeremy S. Wolter ◽  
O.C. Ferrell

Purpose Artificial intelligence (AI) is currently having a dramatic impact on marketing. Future manifestations of AI are expected to bring even greater change, possibly ushering in the realization of the fourth industrial revolution. In accord with such expectations, this paper aims to examine AI’s current and potential impact on prominent service theories as related to the service encounter. Design/methodology/approach This paper reviews dominant service theories and their relevance to AI within the service encounter. Findings In doing so, this paper presents an integrated definition of service AI and identifies the theoretical upheaval it creates, triggering a plethora of key research opportunities. Originality/value Although scholars and practitioners are gaining a deeper understanding of AI and its role in services, this paper highlights that much is left to be explored. Therefore, service AI may require substantial modifications to existing theories or entirely new theories.

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Omorodion Okuonghae

Purpose The increasing importance of digital content creation in relation to content marketing and promotion of library and information services in the Fourth Industrial Revolution (4IR) has attracted global attention. Thus, the purpose of this study is to theoretically examine librarians’ role in the creation of digital content in the 4IR. Design/methodology/approach This study used the review method to theoretically examine the nexus between digital content creation and librarians’ role in the 4IR. Findings This study showed that librarians are well positioned to become professional digital content creation, as they already possess the basic skills needed to create effective content for high user engagement. Originality/value This study seeks to pioneer a new area of focus by linking librarians’ skills to digital content creation skills and making a case for librarians as the perfect digital content creator.


2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Zeynep Hizir

Purpose The purpose of this paper is to analyse the impact of digital transformation on jobs and to assess whether or not the so-called Fourth Industrial Revolution will lead to mass redundancies. The piece also looks at the role human resources (HR) departments will have to play in the implementation of, and response to, digital transformation within the workplace. Design/methodology/approach This paper combines research based on media articles, a parliamentary report and wider digital transformation industry research. The author looks to explain what digital transformation is, deconstruct misconceptions around digital transformation, assess the true evidence-based impact of digital transformation on jobs and advise HR departments on the impact of digital transformation within the workplace. Findings This piece finds that there remains a considerable degree of misunderstanding and many misconceptions around digital transformation and that while digital transformation will lead to the loss of some jobs, it will also lead to the change of existing ones and creation of new ones. Furthermore, this piece finds that HR departments will play a crucial role in the implementation of digital transformation, but that they too will need to pivot and adjust to new workplace realities as a result. Originality/value Many HR departments face confusion and misconceptions around the impact of digital transformation on the workforce, and there also remains concern among many employers that technology will replace their jobs. This piece seeks to dispel the myths and paint a clearer picture to both HR departments and employees around the impact of digital transformation.


foresight ◽  
2019 ◽  
Vol 21 (6) ◽  
pp. 680-694 ◽  
Author(s):  
Jinwon Kang ◽  
Jong-Seok Kim ◽  
Seonmi Seol

Purpose The purpose of this study is to reveal the similarities and differences between the manufacturing and service industries in their prioritization of technologies and public research and development (R&D) roles, along with the complementation of properties of technology and public R&D role in the context of Fourth Industrial Revolution. Design/methodology/approach Two rounds of Delphi surveys were designed to meet the purpose of this study, which used rigorous triangulation techniques. The Delphi method was combined with the brainstorming method in the first-round Delphi survey, while the second-round Delphi survey focused on experts’ judgments. Finally, language network analysis was performed on the properties of technology and public R&D roles to complement the data analyses regarding prioritization. Findings This study identifies different prioritizations of five similar key technologies in each industry, so that it can note different technological impacts to the two industries in the Fourth Industrial Revolution. Smart factory technology is the first priority in the manufacturing industry, whereas artificial intelligence is the first priority in the service industry. The properties of the three common technologies: artificial intelligence, big data and Internet of things in both industries are summarized in hyper-intelligence on hyper-connectivity. Moreover, it is found that different technological priorities in the service and manufacturing industries require different approaches to public R&D roles, while public R&D roles cover market failure, system failure and government failure. The highest priority public R&D role for the service industry is the emphasis of non-R&D roles. Public R&D role to solve dy-functions, focus basic technologies and support challenging areas of R&D is prioritized at the highest for the manufacturing industry. Originality/value This study of the different prioritizations of technologies in the manufacturing and service industries offers practical lessons for executive officers, managers and policy-makers. They, by noting the different technological impacts in the manufacturing and service industries, can prepare for current actions and establish the priority of technology for R&D influencing the future paths of their industries in the context of the Fourth Industrial Revolution. While managers in the service industry should pay greater attention to the technological content of hyper-intelligence and hyper-connectivity, managers in the manufacturing industry should consider smart factory and robot technology.


2020 ◽  
Vol 12 (1) ◽  
pp. 3-12 ◽  
Author(s):  
Matthew Olusoji Ilori ◽  
Ibrahim Ajagunna

Purpose Globally, higher education has been, over the years, a source of innovation, policy, new knowledge and a national asset. However, the advent of the Fourth Industrial Revolution (4IR) is having an impact on the principles of learning from primary to tertiary levels. The purpose of this paper is to consider how the 4IR has and will continue to impact education at the various levels of learning. Design/methodology/approach The paper aims to bridge the perceived information gap and provide insights into the kinds of educational preparation and the skills and qualifications that 4IR jobs require. In response, the following are considered: the need to tweak the curriculum, adopt the right technology for in class and online delivery and the projection of other learning techniques and skills that are often not considered pertinent. Data gathering for the report was by discussion with experts and consultation of relevant articles and write-ups from related websites. Findings The advent of smart communication systems involving artificial intelligence, internet, robotics, virtual reality and digital textbooks has opened a new vista in relation to how and what is learnt in schools. Just as technologies brought about smart communication systems, the 4IR model of higher education is rapidly evolving and as such, curriculum development and review must be dynamic, and it must keep pace with the technological advances and skills required in the twenty first century. Research limitations/implications More purposeful research needs to be conducted in universities and industries with the intention of accelerating internal and external innovations so that markets can be expanded. Furthermore, efforts to reduce the cost and time of generating innovations will need to be intensified. Practical implications The value and emphasis that are placed on the acquisition of degrees and paper qualifications are changing rapidly. Although it is traditional for students to compete for admission to the face-to-face classroom model, it is no longer unusual for a student to take courses online from any part of the world and still be accepted into positions usually reserved for traditional classroom education. Social implications As at today, examples of 4IR services include Uber, Airbnb, Cloud services, Artificial intelligence, Cyber-security, three-dimensional printers, driverless cars and robotics. Machine learning and drone technology are also of growing significance. As yet, subjects dealing with such inventions and innovations are not part of the curriculum of many institutions and this is a cause for concern. Originality/value The 4IR era will bring great changes to how students are taught and what students must learn as the tools for transformational learning are already overwhelming. Jobs will be scarce for those without the requisite skills, whereas those with the right skills will have to keep up with the pace of technological development, otherwise they too will be left behind. Schools will increasingly become centres for the generation of innovation and its incubation and in all this, quality learning, teaching and knowledge impartation can easily be carried out online.


2020 ◽  
Vol 12 (1) ◽  
pp. 98-103
Author(s):  
Ibrahim Ajagunna ◽  
Fritz Pinnock ◽  
Evette Smith Johnson

Purpose This paper aims to re-examine the Fourth Industrial Revolution (4IR) and the realities for maritime and tourism-dependent countries. Design/methodology/approach The authors analyzed all the papers presented in the issue and provided summaries for each to facilitate a general synopsis. Findings In addition to examining the reality of 4IR in the context of the maritime and tourism industries and education, the various papers presented contain inter-linkages of purpose, concept and arising issues that are paramount to the success of any industrial concern in the face of 4IR. Originality/value While the focus of all papers stems from 4IR and the realities for maritime and tourism dependent countries, they also serve to emphasize the implications for these industries, if they fail to attend to the immediate and future applications of 4IR.


2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Guilherme Tortorella ◽  
Rapinder Sawhney ◽  
Daniel Jurburg ◽  
Istefani Carisio de Paula ◽  
Diego Tlapa ◽  
...  

PurposeThe objective of this research is twofold. First, we aim at identifying the pairwise relationships between Lean Production (LP) practices and Industry 4.0 (I4.0) technologies. Second, based on these results, we propose a framework for Lean Automation (LA) implementation, in which I4.0 technologies are integrated into LP practices.Design/methodology/approachTo achieve that, a cross-sector survey was performed with 147 manufacturers that are undergoing a LP implementation aided by novel information and communication technologies from I4.0. Multivariate data analysis was applied in order to underpin the proposed framework for LA.FindingsFindings indicate that I4.0 technologies are positively correlated with LP practices, providing evidence to bear the proposition of a LA framework that can potentially overcome traditional barriers and challenges of a LP implementation.Originality/valueAs previous studies have approached LA implementation from a narrow perspective or including a limited set of LP practices and I4.0 technologies, the proposition of an integrated framework unfolds a wider range of synergistic implementations that may corroborate to a holistic approach for continuous improvement in the Fourth Industrial Revolution era.


2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yuri Lima ◽  
Julia Celia Mercedes Strauch ◽  
Maria Gilda Pimentel Esteves ◽  
Jano Moreira de Souza ◽  
Miriam Barbuda Chaves ◽  
...  

PurposeBrazil is struggling as the unemployment rate is 12.4% and nearly 13m people are unemployed. The fourth Industrial Revolution is advancing, and the country needs to consider how it will impact the labor market. This work explores the impact of automation on the Brazilian workforce to supply decision-makers with information about the subject.Design/methodology/approachThe authors converted the probability of computerization from the seminal work of Frey and Osborne to each of the more than 2,500 occupations in Brazil. They then crossed the automation probability with socioeconomic information about workers and companies available in the Brazilian Ministry of Labor Database.FindingsIn total, 60% of employment in Brazil is expected to be highly impacted by automation in the coming decades, with eight out of the ten occupations with the biggest workforce being highly automatable. Automation probability decreases as workers' education level increases, with the most significant difference between workers with higher education and those without it. The results show other inequalities in the impact of automation: the higher the wage, the lower the automation probability of occupations; the bigger the company, the lower the automation index; and workers from 16 to 24 years old have considerably higher chances of being automated.Originality/valueThis work is the first to study, in the context of the fourth Industrial Revolution, the impact of automation in Brazil with a socioeconomic analysis.


2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings This conceptual paper concentrates on the strategic use of blockchain as a way of organizations gaining ongoing competitive advantages. Moving deeper into the fourth industrial revolution, the organizational advantages of blockchain implementation are the secure, verifiable, peer-to-peer transparency of agreement or communication mechanisms like smart contracts, since they can enhance organizational efficiency and therefore competitive performance. However, blockchain currently remains in a nascent phase on a practical use level, meaning organizations can now strategically prepare to adopt its capabilities in future. This is done by teams educating themselves about blockchain, and by defining problems that the technology could solve. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.


2017 ◽  
Vol 30 (1) ◽  
pp. 8-15 ◽  
Author(s):  
Beaufort Longest

Purpose The purpose of this paper is to expand attention to responsible leader behavior in the world’s health sectors by explaining how this concept applies to health sectors, considering why health sector leaders should behave responsibly, reviewing how they can do so, and asserting potential impact through an applied example. Design/methodology/approach This paper is a viewpoint, reflecting conceptualizations rooted in leadership literature which are then specifically applied to health sectors. A definition of responsible leader behavior is affirmed and applied specifically in health sectors. Conceptualizations and viewpoints about practice of responsible leader behavior in health sectors and potential consequences are then discussed and asserted. Findings Leadership failures and debacles found in health, but more so in other sectors, have led leadership researchers to offer insights, many of them empirical, into the challenges of leadership especially by more clearly delineating responsible leader behavior. Practical implications Much of what has been learned in the research about responsible leader behavior offers pathways for health sector leaders to more fully practice responsible leadership. Social implications This paper asserts and provides a supporting example that greater levels of responsible leader behavior in health sectors hold potentially important societal benefits. Originality/value This paper is the first to apply emerging conceptualizations and early empirical findings about responsible leader behavior specifically to leaders in health sectors.


2019 ◽  
Vol 8 (1) ◽  
Author(s):  
Nguyen Duy Dung

Characteristics of the industrial revolution 4.0 is the wide application of high-tech achievements, especially information technology, digitalization, artificial intelligence, network connections for management to create sudden changes in socio-economic development of many countries. Therefore, to reach the high-tech time, many magazines in Vietnam have changed dramatically, striving to reach the international scientific journal system of ISI, Scopus. The publication of international standard scientific journal will meet the demand of publishing research results of local scientists, on the other hand contribute to strengthening exchange, cooperation, international integration in science and technology.


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