AI in Service Design: A New Framework for Hybrid Human–AI Service Encounters
提出混合服务接触概念和2×2框架，按提供方与用户是人还是AI将服务交互分为四类，分析其对服务设计角色、流程和产出的影响，为以人为中心且合乎伦理的AI服务开发提供指导。
The integration of Artificial Intelligence (AI) in service provision has prompted a revaluation of how we design service encounters, given the emergent role this technology plays in services. This article introduces the concept of the Hybrid Service Encounter to explore the evolving interplay between humans and AI in service contexts. We propose a 2 × 2 framework that categorizes service interactions into four distinct quadrants based on whether the provider and user are human or AI. Drawing on service design literature and current developments in AI, we analyze the implications of these hybrid encounters for service design roles, processes, and outputs. The article further identifies key areas for future research to guide the development of human-centered and ethical AI-powered services. Our contribution extends service design theory and practice by offering a framework to guide the integration of AI in service encounters.