Understanding the Impact of Artificial Intelligence on Services Services are the backbone of modern economies and are increasingly supported by technology. Meanwhile, there is an accelerated growth of new technologies that are able to learn from themselves, providing more and more relevant results, i.e. Artificial Intelligence (AI). While there have been significant advances on the capabilities of AI, the impacts of this technology on service provision are still unknown. Conceptual research claims that AI offers a way to augment human capabilities or position it as a threat to human jobs. The objective of this study is to better understand the impact of AI on service, namely by understanding current trends in AI, and how they are, and will, impact service provision. To achieve this, a qualitative study, following Grounded Theory methodology was performed, with ten Artificial Intelligence experts selected from industry and academia.

Service Robots in the Hospitality Industry: An Exploratory Literature Review The service sector is changing drastically due the use of robotics and other technologies, such as Artificial Intelligence (AI), Internet of things (IoT), Big Data and Biometrics. Consequently, further research opportunities in the service industry domain are also expected. In light of the above, the purpose of this paper is to explore the potentialities and limitations of service robots in the hospitality industry. To this end, this paper uses a conceptual approach based on a literature review. As a result, we found that in contexts of high customer contact, service robots should be considered to perform standardized tasks due to socialemotional and cognitiveanalytical complexity. The hospitality industry is therefore considered closely related to empathic intelligence, as the integration of service robots has not yet reached the desired stage of service delivery. In a seemingly farfetched context of our reality, organizations will have to decide whether the AI will allow the complete replacement of humans with robots capable of performing the necessary cognitive and emotional tasks. Or investing in balanced capacities by integrating robothuman systems that seems a reasonable option these days.