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AI–human collaboration in services: an integrative framework to uncover the key success factors

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  • EuiBeom Jeong

    (Hanshin University)

  • DonHee Lee

    (Inha University)

Abstract

This study examines the transformative potential of AI–human collaboration in service industries, focusing on critical factors and their influence on performance indicators. A total of 562 academic papers published in the Scopus database between 2015 and 2025 were analyzed using citation and keyword network analysis, as well as meta-analysis. In addition, case-based validations using real-world implementations assessed the effectiveness and practical application of collaborative strategies in modern service environments. The results showed that human–robot service interaction is the most significant factor in enhancing the success of AI–human collaboration. The findings of this study suggest that AI–human collaboration enhances service delivery while improving customer experiences and optimizing operational efficiency.

Suggested Citation

  • EuiBeom Jeong & DonHee Lee, 2025. "AI–human collaboration in services: an integrative framework to uncover the key success factors," Service Business, Springer;Pan-Pacific Business Association, vol. 19(3), pages 1-45, September.
    • Handle: RePEc:spr:svcbiz:v:19:y:2025:i:3:d:10.1007_s11628-025-00591-5
    DOI: 10.1007/s11628-025-00591-5
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    References listed on IDEAS

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    1. HeeSoo Chin & Durga Prasad Marasini & DonHee Lee, 2023. "Digital transformation trends in service industries," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 11-36, March.
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    9. Shamim, Saqib & Yang, Yumei & Ul Zia, Najam & Khan, Zaheer & Shariq, Syed Muhammad, 2023. "Mechanisms of cognitive trust development in artificial intelligence among front line employees: An empirical examination from a developing economy," Journal of Business Research, Elsevier, vol. 167(C).
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