GenAI-Infused Service Delivery: Micro-Level Augmentation Patterns at the Service Frontline
Published online on March 03, 2026
Abstract
Journal of Service Research, Ahead of Print.
The infusion of generative AI (GenAI) is already disrupting established services. This technology’s generative and agentic nature challenges the design and management of service routines, which have been previously handled primarily by frontline service ...
The infusion of generative AI (GenAI) is already disrupting established services. This technology’s generative and agentic nature challenges the design and management of service routines, which have been previously handled primarily by frontline service ...