Call for Papers
Special Issue Editors:
Submission Deadline: Full papers are now due June 1, 2021
JSR, a preeminent service journal, with a 5-year impact factor of 9.211, announces a special issue on AI Service and Emotion. This special issue, like JSR, is broad and interdisciplinary, and is relevant and timely to important managerial and societal service issues. As AI (artificial intelligence) continues to advance, it plays an ever-increasing role in service. However, people tend to mistake that AI is just about rational thinking; however, recent research reveals that AI in service has important implications for emotions as well.
At the micro-task level, frontline interactions are interaction- and emotion-intensive, requiring HI (human intelligence) to be capable of emotional intelligence, and when AI is used to perform frontline interactions, it either has to have such emotional intelligence or it should complement HI for such interactions. We have witnessed such a replacement effect during the COVID-19 pandemic, when social distancing is required and AI is used to automate ordering and delivery to avoid human contact (see the JSR call for Frontline-in-Change special issue).
At the macroeconomic level, AI, as thinking machines, has pushed the economy from manufacturing, to thinking service, to feeling service. The feeling service economy is characterized by AI doing the thinking tasks and HI doing the feeling tasks. This has important implications for how the economy should prepare HI for this disruptive change; for example, human workers will need to re-skill to be more feeling and empathetic.
The special issue welcomes submissions from all disciplines with a service interest, such as service management, marketing, strategic management, information systems, economics, engineering, human resources, operations research, computer science, consumer research, psychology, and sociology. The analysis level can be micro, meso, or macro, and the methodology can be conceptual, empirical, or computational. Potential topics include, but are not limited to:
Process and Timeline
Papers will undergo no more than two stages of full peer review. After the second round of review, a final decision will be made, to ensure the timeliness of publication. The special issue operates in a tight timeline, and authors should expect quick turnaround for reviews and revisions. The special issue is planned to be published in May 2022 and accepted papers will be published online first.
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