Purpose

Applications of artificial intelligence (AI), such as virtual and physical service robots, generative AI, large language models and decision support systems, alter the nature of services. Most service research centers on the division between human and AI resources. Less attention has been paid to analyzing the entangled resource relations and interactions between humans and AI entities. Thus, the purpose of this paper is to extend our metatheoretical understanding of resource integration and value cocreation by analyzing different human–AI resource relations in service ecosystems.

Design/methodology/approach

The conceptual paper adapts a novel framework from postphenomenology, specifically cyborg intentionality. This framework is used to analyze what kinds of human–AI resource relations enable resource integration and value cocreation in service ecosystems.

Findings

We conceptualize seven different human–AI resource relations, namely background, embodiment, hermeneutic, alterity, cyborg, immersion and composite relation. The sociotechnical entangled perspective on human–AI resource relations challenges and reframes our understanding of interactions between humans and nonhumans in resource integration and value cocreation and the distinction between operant and operand resources in service research.

Originality/value

Our primary contribution to researchers and service providers is dissolving the distinction between operant and operand resources. We present two foundational propositions. 1. Humans and AI become entangled value cocreating resources in inherently sociotechnical service ecosystems; and 2. Human and AI entanglements in value cocreation manifest through seven resource relations in inherently sociotechnical service ecosystems. Understanding the combinatorial potential of different human–AI resource relations enables service providers to make informed choices in service ecosystems.

中文翻译：

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服务生态系统价值共创中的人与人工智能资源关系

 目的

虚拟和物理服务机器人、生成式人工智能、大型语言模型和决策支持系统等人工智能 (AI) 的应用改变了服务的性质。大多数服务研究都集中在人力和人工智能资源之间的划分上。人们很少关注分析人类与人工智能实体之间纠缠的资源关系和交互。因此，本文的目的是通过分析服务生态系统中不同的人与人工智能资源关系，扩展我们对资源整合和价值共创的元理论理解。

设计/方法论/途径

这篇概念性论文采用了后现象学的新颖框架，特别是赛博意向性。该框架用于分析什么样的人与人工智能资源关系能够实现服务生态系统中的资源整合和价值共创。

 发现

我们概念化了七种不同的人类与人工智能资源关系，即背景关系、体现关系、解释关系、相异关系、机器人关系、沉浸关系和复合关系。关于人类与人工智能资源关系的社会技术纠缠视角挑战并重新构建了我们对资源整合和价值共创中人类与非人类之间的相互作用以及服务研究中操作性资源和操作性资源之间的区别的理解。

 原创性/价值

我们对研究人员和服务提供商的主要贡献是消除操作资源和操作资源之间的区别。我们提出两个基本主张。 1. 人类和人工智能在固有的社会技术服务生态系统中纠缠在一起，共同创造价值资源； 2.人类和人工智能在价值共创中的纠缠通过固有的社会技术服务生态系统中的七种资源关系体现出来。了解不同人力与人工智能资源关系的组合潜力，使服务提供商能够在服务生态系统中做出明智的选择。