Purpose

Capable service employees are increasingly scarce and costly. Many organizations opt to partially replace, support or augment human employees with AI systems. This study builds a framework to help managers map and understand the challenges of crafting a service climate that fosters synergies between AI and human employees, where customers require value-added, personalized and excellent service.

Design/methodology/approach

This conceptual article identifies barriers and facilitators of building a service climate for organizations using both human and AI-based employees through an eclectic review of relevant literature.

Findings

A conceptual framework is built, and a future research agenda is brought forth.

Research limitations/implications

By identifying barriers and facilitators for AI–human synergies in service settings, this article clarifies how AI can be made to complement human employees, especially in delivering personalized, value-added services, while also highlighting knowledge gaps.

Practical implications

This study provides a practical framework for integrating AI into the workforce. It offers insights into addressing challenges in creating a service climate that combines human and AI capabilities to maintain service excellence. Identifying key barriers and facilitators, the framework guides managers to improve efficiency and customer satisfaction in a rapidly changing service landscape.

Social implications

This research offers insights on incorporating AI to address labor shortages while maintaining high-quality, personalized service. It provides a pathway to improving service experiences, especially in sectors facing staffing challenges from an aging population.

Originality/value

This research builds on Bowen and Schneider’s (2014) seminal service climate framework to account for a mix of human and AI-based employees.

中文翻译：

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新的竞争优势：打造促进最佳人机 AI 协作的服务氛围

 目的

有能力的服务员工越来越稀缺，而且成本越来越高。许多组织选择用 AI 系统部分取代、支持或增强人类员工。本研究建立了一个框架，帮助管理人员绘制和理解构建服务氛围的挑战，以促进 AI 和人类员工之间的协同作用，其中客户需要增值、个性化和卓越的服务。

设计/方法/方法

这篇概念性文章通过对相关文献的不拘一格的回顾，确定了为使用人类和 AI 员工的组织构建服务氛围的障碍和促进因素。

 发现

构建了一个概念框架，并提出了未来的研究议程。

研究局限性/影响

通过确定服务环境中 AI 与人类协同作用的障碍和促进因素，本文阐明了如何使 AI 来补充人类员工，尤其是在提供个性化、增值服务方面，同时也强调了知识差距。

 实际意义

本研究为将 AI 集成到劳动力中提供了一个实用框架。它为解决在创建结合人类和 AI 能力的服务环境以保持卓越服务方面所面临的挑战提供了见解。该框架确定了关键障碍和促进因素，指导管理人员在快速变化的服务环境中提高效率和客户满意度。

 社会影响

这项研究提供了关于整合 AI 来解决劳动力短缺问题，同时保持高质量、个性化服务的见解。它为改善服务体验提供了一条途径，尤其是在面临人口老龄化人员配备挑战的行业。

 原创性/价值

这项研究建立在 Bowen 和 Schneider （2014） 开创性的服务气候框架的基础上，以考虑人类和基于 AI 的员工的混合。