Roland T. Rust is Distinguished University Professor, David Bruce Smith Chair in Marketing, and founder and Executive Director of the Center for Excellence in Service at the Robert H. Smith School of Business, University of Maryland. An award-winning writer and editor, he has edited several major journals and consulted with American Airlines, AT&T, Dupont, Eli Lilly, FedEx, Lockheed Martin, Microsoft, NASA, and Sony, among many companies worldwide.
Ming-Hui Huang is Distinguished Research Fellow at the Center for Excellence in Service at the Robert H. Smith School of Business, University of Maryland, and Distinguished Professor, Department of Information Management, College of Management, National Taiwan University. A leading researcher and frequent contributor to both academic and managerial journals in AI and service, she is also Editor-in-Chief Elect of the Journal of Service Research (JSR). Learn more about their new book, The Feeling Economy: How Artificial Intelligence Is Creating the Era of Empathy (Springer International Publishing; January 2021), at https://www.amazon.com/Feeling-Economy-Artificial-Intelligence-Creating/dp/3030529762.
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Tuesday, February 09, 2021
The first wave of artificial intelligence (AI) already has replaced humans for physical repetitive tasks like inspecting equipment, manufacturing goods, repairing things and crunching numbers. That shift started way back with the Industrial Revolution. This gave rise to our current thinking economy, where employment and wages are more tied to workers’ abilities to process, analyze and interpret information to make decisions and solve problems … just like the industrial revolution automated physical tasks by decreasing the value of human strength and increasing the value of human cognition, AI is now reshaping the landscape and ushering in a feeling economy.
