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Artificial Intelligence in the B2C Service Sector – A Literature Review

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Künstliche Intelligenz im Dienstleistungsmanagement

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Zusammenfassung

Artificial intelligence applications are transforming many service sectors. Research on artificial intelligence in business-to-consumer services suggests approaches for innovative kinds of customer services, enhancement of human service provision, and new customer experiences based on artificial intelligence applications. The chapter provides an overview of scholarly research on the scientific understanding of artificial intelligence in services, investigated artificial intelligence algorithms and technologies in concrete service contexts, and a summary of the study findings as well as suggestions for future research in this dynamically expanding field.

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  1. Webster Vienna Private University, Wien, Österreich

    Maria Madlberger

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  1. Marketing und Unternehmensführung Wirtschaftswissenschaftliche Fakultät, Universität Basel, Basel, Basel Stadt, Schweiz

    Manfred Bruhn

  2. Lehrstuhl für Dienstleistungsmanagement Fakultät Wirtschafts- und Sozialwissenschaften, Universität Hohenheim, Stuttgart, Deutschland

    Karsten Hadwich

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Madlberger, M. (2021). Artificial Intelligence in the B2C Service Sector – A Literature Review. In: Bruhn, M., Hadwich, K. (eds) Künstliche Intelligenz im Dienstleistungsmanagement. Forum Dienstleistungsmanagement. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-34326-2_2

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