RAISE: Leveraging Responsible AI for Service Excellence
Document Type
Article
Publication Date
2024
Keywords
Artificial intelligence, Responsible AI, Sustainability, Well-being, SDGs, Generative AI
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.
Digital Object Identifier (DOI)
https://doi.org/10.1108/JOSM-11-2023-0448
Citation / Publisher Attribution
Journal of Service Management, v. 35, issue 4, p. 490-511
Scholar Commons Citation
Alkire, Linda; Bilgihan, Anil; Bui, My (Myla); Buoye, Alexander John; Dogan, Seden; and Kim, Seoyoung, "RAISE: Leveraging Responsible AI for Service Excellence" (2024). School of Hospitality and Tourism Management Faculty Publications. 23.
https://digitalcommons.usf.edu/hft_facpub/23
Was this content written or created while at USF?
Yes
