The Impact of Artificial Intelligence on the Management of Service Organizations

Service organizations form a vital part of the global economy, encompassing a wide range of industries including international trade operations, healthcare, finance, education, and hospitality. These organizations rely heavily on human capital to deliver intangible services, with managers playing a crucial role in optimizing performance and ensuring customer satisfaction. However, the landscape of service delivery is undergoing a significant transformation due to the emergence of Artificial Intelligence (AI). This research investigates the impact of AI on the management of service organizations, exploring how AI can potentially augment human capabilities and reshape management practices. This ongoing research project aims to analyze the current state of AI adoption within service-oriented organizations, identify specific areas of service management where AI can be effectively leveraged, to assess the potential benefits and challenges associated with AI implementation in service organizations, to develop a framework for integrating AI into existing management practices within service organizations, and to explore the impact of AI on the roles and responsibilities of managers in service organizations.