Overview
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.
Full Product Details
Author: Hesam Olya (The University of Sheffield, UK)
Publisher: Emerald Publishing Limited
Imprint: Emerald Publishing Limited
Dimensions:
Width: 15.20cm
, Height: 1.80cm
, Length: 22.90cm
Weight: 0.446kg
ISBN: 9781802629644
ISBN 10: 1802629645
Pages: 256
Publication Date: 27 October 2025
Audience:
Professional and scholarly
,
Professional & Vocational
Format: Hardback
Publisher's Status: Active
Availability: In Print 
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Table of Contents
Introduction Part I. Responsible Digital transformation: Concepts, Issues, and Prospects Chapter 1. User Beware! The Dark Side of Digital Technologies; Mark S. Rosenbaum, Gabby Walters, Karen Edwards, and Claudia Gonzalez-Arcos Chapter 2. Back to the Future with a ‘Responsibility Caveat’: Evaluating the Tension of Responsibility and Accountability within Social Commerce via a Customer-to-Customer Lens; Rebecca Beech and Robin Robin Chapter 3. A Critical Insight on Innovations Theories: Introducing Responsible Jobs to Be Done theory; Sara Dalir Chapter 4. The Ethical Landscape of Virtual Influencers in Service Industries: Implications for Social, Economic, and Environmental concerns; Tatbeeq Raza-Ullah, Lino Trinchini, Anish Yousaf, and Insha Amin Part II. Responsible AI: From Conceptualisation to Application Chapter 5. ‘Real-ising’ the Benefits of Responsible Artificial Intelligence (AI) Management: An Interpretive Study; Mengran Xiong, Yichuan Wang, and Hesam Olya Chapter 6. Service Recovery Strategies in Cases of AI Malfunction; Brad Eskridge and Patrick van Esch Chapter 7. Responsible Service Management in a Post-Truth Era: Curating Trustworthy Artificial Intelligence (TAI) in Service 4.0; Yuanyuan (Gina) Cui and Patrick L. Warren Chapter 8. Toward Responsible Ecosystem Service Management Using Artificial Intelligence; Arash Akhshik and Masoud Akhshik Part III: Challenges and Implications of Responsible Digital Transformation Chapter 9. Responsible Marketing to Children in the Digital Environment: The Challenges and Implications for Policy and Practice; Sheli Smith Chapter 10. The Evolution of Job Advertisements in the Era of Responsible Advertising; Ali Mahjoub and Siamak Kheybari Chapter 11. The Now and Future of Responsible Service Management in the Integrated Resort Services; Jinkyung Jenny Kim, Runze Grayson Yuan, and Ben K. Goh Conclusion; Hesam Olya
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Author Information
Hesam Olya is Full Professor, Chair, and Head of Marketing at Sheffield University Management School, University of Sheffield, UK. His current research focuses on digital sustainability.
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