Artificial intelligence in service: a bibliometric literature review
Author(s)
Za, Stefano
Date Issued
2024
Type
bookPart
Start Page
14
End Page
29
Abstract
Artificial intelligence (AI) is a continuous source of innovation for the service industry, enabling the automation of many processes and new ways of interacting and engaging with customers. Practitioners and scholars are becoming increasingly interested in this phenomenon, exploring it from both technical and social perspectives. Therefore, the aim of this chapter is to give an overview of the current debate concerning AI inside the service sector. To this end, we performed a bibliometric analysis on 706 articles published in journals ranked in the Academic Journal Guide. With this study, we identified the relationship between journals along with the most prolific and impactful areas of research in the domain, the trending topics, and insights for future research. The following contribution provides a quantitative outlook on the intersection between AI and services, offering some insights to scholars interested in further exploring this topic.