[AISWorld] Special issue of JSR deadline now June 1 2021

[Ming-Hui Huang]

Call for Papers

*Journal of Service Research Special Issue on AI Service and Emotion*

Special Issue Editors:

   - Richard Bagozzi, Dwight F. Benton Professor of Behavioral Science in
   Management, University of Michigan (bagozzi at umich.edu)
   - Michael K. Brady, Bob Sasser Professor of Marketing, Florida State
   University (mbrady at cob.fsu.edu)
   - Ming-Hui Huang, Distinguished Professor, Department of Information
   Management, National Taiwan University (huangmh at ntu.edu.tw)

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:


   - The Feeling Economy, e.g., the nature, characteristics, composition,
   timing, transformation mechanism, and consequences of the economy (more
   equal and inclusive, or less).
   - Managing AI, e.g., how firms can transform to become more
   feeling-oriented, how to apply and manage various AI intelligences for
   efficiency (productivity) and effectiveness.
   - The roles and benefits of AI for emotions in service, e.g., engaging
   customers in their service journeys, meeting their emotional needs.
   - The dark sides of using AI for emotions in service, e.g., increasing
   loneliness, distancing service interaction and relationships, disengaging
   customers, and customer rage.
   - The collaboration, augmentation, or replacement of AI for HI in
   service, e.g., what types and levels of HI skills are required (e.g.,
   empathy, authenticity, sincerity), how AI and HI work as a team.
   - Data, machine learning, AI and service emotions, e.g., AI for
   capturing and sensing emotional data, for analyzing, simulating and
   synthesizing service emotions, and for reacting to emotions in service
   interactions
   - Driving technologies and technological requirements for the Feeling
   Economy and for service emotions, e.g., what AI can be considered as
   emotion-aware AI, what is required to develop feeling AI, and what are the
   technological bottlenecks for emotional AI.


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.

--
Ming-Hui Huang, PhD
Editor-in-Chief Elect, *Journal of Service Research*
Distinguished Professor, Department of Information Management, National
Taiwan University
Fellow, European Marketing Academy (EMAC)
International Research Fellow, Centre for Corporate Reputation, University
of Oxford, UK
Distinguished Research Fellow, Center for Excellence in Service, University
of Maryland, US
SERVSIG Officer for Asia, American Marketing Association (AMA)