Redefining Service Work: The Role of AI in Restructuring Employee Participation
DOI:
https://doi.org/10.54097/7j5cag44Keywords:
Feeling economy, artificial intelligence, service process, service outcome.Abstract
The use of AI in better service delivery is common. Different types of AI are developed: Mechanical, Thinking, and Feeling AI. Each AI technology has its strengths and drawbacks. There are anticipations that AI may replace human beings in service. However, not many studies have delved into this issue by simultaneously analyzing the value of AI technology and human employees and considering current and future trends. Thus, this essay will address this gap by concluding that Mechanical AI can be applied to complete standardized tasks; Thinking AI assists in identifying new opportunities, customizing services, and making more sound decisions; and Feeling AI can interact with customers, providing general emotional support. However, human employees should complete tasks regarding an advanced level of service as they possess self-consciousness and genuine emotions. Moreover, in the light of the Feeling Economy, jobs will become people oriented. It is necessary to keep and expand people’s specialty.
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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
