RAISE: leveraging responsible AI for service excellence

IF 7.8 2区管理学 Q1 MANAGEMENT

Journal of Service Management Pub Date : 2024-05-22 DOI:10.1108/josm-11-2023-0448

Linda Alkire, Anil Bilgihan, My (Myla) Bui, Alexander John Buoye, Seden Dogan, Seoyoung Kim

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引用次数: 0

Abstract

Purpose

This article introduces the Responsible AI for Service Excellence (RAISE) framework. RAISE is a strategic framework for responsibly integrating AI into service industries. It emphasizes collaborative AI design and deployment that aligns with the evolving global standards and societal well-being while promoting business success and sustainable development.

Design/methodology/approach

This multidisciplinary conceptual article draws upon the United Nations' Sustainable Development Goals (SDGs) and AI ethics guidelines to lay out three principles for practicing RAISE: (1) Embrace AI to serve the greater good, (2) Design and deploy responsible AI and (3) Practice transformative collaboration with different service organizations to implement responsible AI.

Findings

By acknowledging the potential risks and challenges associated with AI usage, this article provides practical recommendations for service entities (i.e. service organizations, policymakers, AI developers, customers and researchers) to strengthen their commitment to responsible and sustainable service practices.

Originality/value

This is the first service research article to discuss and provide specific practices for leveraging responsible AI for service excellence.

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RAISE：利用负责任的人工智能提供卓越服务

本文介绍了 "负责任的人工智能促进卓越服务"（RAISE）框架。RAISE 是负责任地将人工智能融入服务行业的战略框架。设计/方法/方法这篇多学科概念性文章借鉴了联合国可持续发展目标（SDGs）和人工智能伦理准则，提出了实践 RAISE 的三项原则：（1）拥抱人工智能，为更大的利益服务；（2）设计和部署负责任的人工智能；（3）与不同的服务机构开展变革性合作，实施负责任的人工智能。研究结果通过认识到与使用人工智能相关的潜在风险和挑战，本文为服务实体（即服务组织、政策制定者、人工智能开发人员、客户和研究人员）提供了切实可行的建议，以加强他们对负责任和可持续服务实践的承诺。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Service Management MANAGEMENT-

CiteScore

19.20

自引率

9.40%

发文量

期刊介绍： The Journal of Service Management (JOSM) centers its scope on research in service management. It disseminates papers showcasing distinctive and noteworthy contributions to service literature, serving as a communication platform for individuals in the service management field, transcending disciplines, functional areas, sectors, and nationalities. The journal publishes double-blind reviewed papers emphasizing service literature/theory and its practical applications.