Artificial intelligence in service industries: customers’ assessment of service production and resilient service operations

Artificial intelligence (AI) is increasingly embedded into service firms’ operations. However, production systems and operations management scholars have not yet examined if AI-empowered are positively judged by customers. To bridge this gap, study draws on the three-factor theory of customer satisfaction applied to online review data, capture effect overall satisfaction, operationalised means ratings. Based text analytics techniques a sample more than 50,000 TripAdvisor ORs covering 35 international hotels in Asia America, we develop penalty–reward contrast analysis. The findings reveal that effects interaction with mechanical AI asymmetric: positive significantly influences operations, whereas negative does alter satisfaction. Taken together, these suggest constitutes key element resilient