Serving (with) the "invisibles" in the age of Artificial Intelligence
摘要截稿:
全文截稿: 2025-04-30
影响因子: 4.874
期刊难度:
CCF分类: 无
Overview
Guest editor information
Tom ChenUniversity of Canberra, Bruce, Australiatom.chen@canberra.edu.au
Paul Harrigan University of Western Australia, Perth, Australiapaul.harrigan@uwa.edu.au
Rodoula H. TsiotsouUniversity of Macedonia, Thessaloniki, Macedonia, Greecertsiotsou@uom.edu.gr
Stacey BrennanUniversity of Sydney, Sydney, Australiastacey.brennan@sydney.edu.au
Special issue information:
Motivation for special issue
In today's rapidly evolving service sectors, the prevailing focus often revolves around informed, connected, and empowered service actors who can benefit from and contribute to various service ecosystems (Kumar et al., 2010; Hollebeek, et al., 2019). However, this conventional perspective tends to overlook a critical dimension—the "invisible" actors whose needs remain obscured, underestimated, or unaddressed throughout the value co-creation process (Fisk et al., 2016).
The emergence of Artificial Intelligence (AI) has ushered in an era of transformative possibilities. It encourages us to explore the twin themes of serving (with) the "invisibles" and embracing the synergy between AI and inclusivity (Fisk et al., 2023). On one hand, AI acts as a bridge, lowering the barriers for traditionally invisible actors, allowing them to assume dual roles as beneficiaries and benefactors within the service ecosystem (Ramaswamy and Ozcan, 2018). It equips us with the tools to identify and serve those who were previously considered beyond reach. For example, domestic social robots empower the “invisible” consumers (e.g., patients with chronic diseases and the elderly) by providing them both services (e.g., telecare) and companionship (Tsiotsou and Boukis, 2022). Moreover, emerging technologies driven by AI, such as Augmented Reality (AR) and Mixed Reality (MR), are empowering the “invisible” customers by transforming their experiences and boosting their well-being (Huang et al., 2023; Wyllie et al., 2022). On the other hand, AI raises ethical concerns and human rights issues about the potential sidelining of existing actors, inadvertently rendering them invisible (Huang and Rust, 2022; Kopalle et al., 2022). For instance, algorithms might prioritize certain groups at the expense of others.
This Call for Papers is dedicated to serving a dual purpose: addressing the needs of the "invisibles" who underpin the inclusion agenda and shedding light on the impact of AI on consumers, both vulnerable and empowered.
Suggested themes
We invite researchers to explore a spectrum of themes, including:
1. Inclusivity Beyond Vulnerability
How can service organizations extend their reach to encompass marginalized groups such as refugees, children, the elderly, minority ethnic communities, people with disabilities, and those challenged by mental illness, low income, or stereotypes?
How might businesses, governments, and non-profit organizations empower resource-constrained actors, who are often seen as obstacles to efficiency?
2. Unveiling the Invisible Within
Who are the "internal invisibles" within organizations, the backstage actors like employees and suppliers, whose contributions are indispensable but often unseen?
How do quasi-service providers initiate service provision via platforms, contributing to the cause of serving the invisibles?
3. Technology's Impact on Invisibility
In what ways do technological advancements, such as AI and Service Robots, inadvertently relegate certain actors to invisibility?
How can we leverage emerging technologies to engage hard-to-reach actors and promote inclusiveness, e.g., using AI to tailor services to the individual needs of invisibles or the Internet of Things (IoT) to identify opportunities for cause-based service innovation?
How might emerging technologies driven by AI, such as robots, AR, and MR, facilitate digital accessibility and enhance service experiences for those who are often overlooked, such as physically challenged clients and the elderly?
4. Co-Creation with AI for Inclusivity
How can AI be harnessed to replenish facilitators' resources for inclusive service, especially in sectors like healthcare where consumers may lack agency?
What strategies can organizations employ to ensure AI's potential for inclusive service aligns with a strength-based approach to customers who experience vulnerability?
5. Ethical Issues, Unintended Consequences and Digital Corporate Responsibility