AI-driven solutions for promoting customer inclusivity in service industries: a systematic review
Yazarlar (1)
Doç. Dr. Hasan Evrim ARICI Kastamonu Üniversitesi, Türkiye
| Makale Türü | Özgün Makale (SSCI, AHCI, SCI, SCI-Exp dergilerinde yayınlanan tam makale) | ||
| Dergi Adı | Service Industries Journal (Q1) | ||
| Dergi ISSN | 0264-2069 Dergi Bilgileri (2026) | ||
| Dergi Tarandığı Indeksler | SSCI | ||
| Makale Dili | İngilizce | Basım Tarihi | 06-2026 |
| Kabul Tarihi | 08-06-2026 | Yayınlanma Tarihi | 11-06-2026 |
| Cilt / Sayı / Sayfa | – / 1 / – | DOI | 10.1080/02642069.2026.2687791 |
| Makale Linki | https://doi.org/10.1080/02642069.2026.2687791 | ||
| UAK Araştırma Alanları |
Otel İşletmeciliği
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| Özet |
| This study provides a systematic review of scholarly research on artificial intelligence and customer inclusivity in service industries. It maps the intellectual structure and emerging trends surrounding inclusive AI deployment in service contexts. Drawing on 87 peer-reviewed articles published up to 2025, the review employs co-citation analysis, bibliographic coupling, and qualitative content coding. The findings reveal a growing yet fragmented body of knowledge, particularly in how inclusivity, defined across physical, digital, emotional, and cognitive dimensions, is conceptualised and operationalised. While AI technologies hold significant promise in improving accessibility, personalisation, and responsiveness, they also risk exacerbating algorithmic bias, emotional exclusion, and socio-cultural insensitivity. This review synthesises sector-specific challenges across healthcare, hospitality, retail, and finance and … |
| Anahtar Kelimeler |
| Artificial intelligence | bibliometric analysis | customer inclusion | responsible AI | service industries |
BM Sürdürülebilir Kalkınma Amaçları
| Atıf Sayıları | |
| Google Scholar | 1 |