Toward Responsible Service Management: AI and Digital Transformation in Action

Toward Responsible Service Management: AI and Digital Transformation in Action advances service management concepts by providing a platform for initiating critical debates grounded in pertinent industry cases. It proposes new theoretical and practical implications aimed at service providers, policymakers, educators, and students.

Analysing the drivers and barriers of responsible service management, Hesam Olya brings together a global range of perspectives from researchers and industry experts. The book reflects on how service developments can enhance efficiency and financial performance, while also acknowledging the human dimension of management and the need to responsibly uphold individual rights, including safety, privacy, and ethical concerns.

Chapters critically discuss the impacts of digital transformation and the associated challenges in this field, addressing topics such as the enablers and barriers of responsible service management, the dark sides of digital technologies, the human element in digital services, and responsible artificial intelligence.

Hesam Olya is Senior Lecturer and Director of Research Development for Marketing at Sheffield University Management School, UK. He is Associate Editor of the International Journal of Consumer Studies and topic editor of Sustainability. His research lies in areas of service marketing and sustainable management.