数智时代的服务创新研究:述评与展望

Research on Service Innovation in the Era of Digital Intelligence:Review and Prospects

以人工智能、大数据为代表的数智技术在服务业得到普遍应用,智能服务快速发展。为系统把握智能服务创新研究进展,本文总结了国内外智能服务创新研究,从技术的发展与进步、重塑服务与消费、顾客接受度、员工和劳动力市场、伦理道德与安全5个主题出发,梳理现有研究成果和脉络,建立整体研究框架,并探讨现有研究的不足和未来研究机会。

Digital intelligence technologies represented by artificial intelligence(AI)and big data have been widely applied in the service industries,and intelligent services are developing rapidly.To grasp the research progress of intelligent service innovation systematically,it summarized domestic and foreign literature involving intelligent service innovation,and concluded from five perspectives,i.e.,development and progress of technology,reshaping service and consumption,customer acceptance,employee and labor market,ethics and security.From the five research perspectives,it developed an integrated framework defining existing research achievement and the related research streams,and then proposed the insufficiencies of existing research and the future research opportunities.