@conference {Ferreira2020,
	title = {Understanding the Impact of Artificial Intelligence on Services},
	booktitle = {International Conference on Exploring Services Science},
	series = {Lecture Notes in Business Information Processing},
	volume = {1},
	number = {January},
	year = {2020},
	pages = {202{\textendash}213},
	publisher = {Springer International Publishing},
	organization = {Springer International Publishing},
	address = {Cham},
	abstract = {The service sector is changing drastically due the use of robotics and other technologies, such as Artificial Intelligence (AI), Internet of things (IoT), Big Data and Biometrics. Consequently, further research opportunities in the service industry domain are also expected. In light of the above, the purpose of this paper is to explore the potentialities and limitations of service robots in the hospitality industry. To this end, this paper uses a conceptual approach based on a literature review. As a result, we found that in contexts of high customer contact, service robots should be considered to perform standardized tasks due to social/emotional and cognitive/analytical complexity. The hospitality industry is therefore considered closely related to empathic intelligence, as the integration of service robots has not yet reached the desired stage of service delivery. In a seemingly far-fetched context of our reality, organizations will have to decide whether the AI will allow the complete replacement of humans with robots capable of performing the necessary cognitive and emotional tasks. Or investing in balanced capacities by integrating robot-human systems that seems a rea- sonable option these days. Keywords:},
	keywords = {{\'a} servitization {\'a} design, science research, service design},
	isbn = {9783030387242},
	doi = {10.1007/978-3-030-38724-2},
	url = {http://link.springer.com/10.1007/978-3-030-38724-2},
	author = {Ferreira, Pedro and Teixeira, Jorge Grenha and Teixeira, Lu{\'\i}s F.},
	editor = {N{\'o}voa, Henriqueta and Dr{\u a}goicea, Monica and K{\"u}hl, Niklas}
}
@article {2019,
	title = {Unsupervised by any other name: Hidden layers of knowledge production in artificial intelligence on social media},
	journal = {Big Data \& Society},
	volume = {6},
	year = {2019},
	month = {May-01-2019},
	pages = {205395171881956},
	issn = {2053-9517},
	doi = {10.1177/2053951718819569},
	author = {Bechmann, Anja and Bowker, Geoffrey C}
}
@article {2019,
	title = {Use of Artificial Intelligence to Improve Resilience and Preparedness Against Adverse Flood Events},
	journal = {Water},
	volume = {11},
	year = {2019},
	month = {Jan-05-2019},
	pages = {973},
	doi = {10.3390/w11050973},
	author = {Saravi, Sara and Kalawsky, Roy and Joannou, Demetrios and Rivas Casado, Monica and Fu, Guangtao and Meng, Fanlin}
}
@article {2019,
	title = {Using artificial intelligence in health-system pharmacy practice: Finding new patterns that matter},
	journal = {American Journal of Health-System Pharmacy},
	volume = {76},
	year = {2019},
	month = {May-04-2020},
	pages = {622 - 627},
	issn = {1079-2082},
	doi = {10.1093/ajhp/zxz018},
	author = {Flynn, Allen}
}
@article {2018,
	title = {An Uber ethical dilemma: examining the social issues at stake},
	journal = {Journal of Information, Communication and Ethics in Society},
	volume = {16},
	year = {2018},
	month = {Jan-08-2019},
	pages = {261 - 274},
	issn = {1477-996X},
	doi = {10.1108/JICES-03-2018-0024},
	url = {https://www.emerald.com/insight/content/doi/10.1108/JICES-03-2018-0024/full/htmlhttps://www.emeraldinsight.com/doi/full/10.1108/JICES-03-2018-0024https://www.emeraldinsight.com/doi/full-xml/10.1108/JICES-03-2018-0024},
	author = {Chee, Florence M.}
}
@conference {2018,
	title = {Understanding Chatbot-mediated Task Management},
	booktitle = {the 2018 CHI ConferenceProceedings of the 2018 CHI Conference on Human Factors in Computing Systems  - CHI {\textquoteright}18},
	year = {2018},
	pages = {1 - 6},
	publisher = {ACM Press},
	organization = {ACM Press},
	address = {Montreal QC, CanadaNew York, New York, USA},
	isbn = {9781450356206},
	doi = {10.1145/317357410.1145/3173574.3173632},
	author = {Toxtli, Carlos and Monroy-Hern{\'a}ndez, Andr{\'e}s and Cranshaw, Justin}
}
@book {2018,
	title = {Understanding tasks, automation, and the national health service},
	volume = {10766},
	year = {2018},
	pages = {544 - 549},
	publisher = {Springer International Publishing},
	organization = {Springer International Publishing},
	address = {Cham},
	isbn = {978-3-319-78104-4},
	issn = {0302-9743},
	doi = {10.1007/978-3-319-78105-1_60},
	author = {Willis, Matt and Meyer, Eric T.},
	editor = {Chowdhury, Gobinda and McLeod, Julie and Gillet, Val and Willett, Peter}
}
@article {2017,
	title = {Understanding human-machine networks},
	journal = {ACM Computing Surveys},
	volume = {50},
	year = {2017},
	month = {Jan-04-2018},
	pages = {1 - 35},
	issn = {03600300},
	doi = {10.1145/3039868},
	author = {Tsvetkova, Milena and Yasseri, Taha and Meyer, Eric T. and Pickering, J. Brian and Engen, Vegard and Walland, Paul and L{\"u}ders, Marika and F{\o}lstad, Asbj{\o}rn and Bravos, George}
}
@article {2015,
	title = { Users{\textquoteright} reactions to actions of automated programs in Wikipedia},
	journal = {Computers in Human Behavior},
	volume = {50},
	year = {2015},
	month = {Jan-09-2015},
	pages = {66 - 75},
	issn = {07475632},
	doi = {10.1016/j.chb.2015.03.078},
	author = {Cl{\'e}ment, Maxime and Guitton, Matthieu J.}
}
@article {2010,
	title = {Understanding the role of occupational and organizational context},
	journal = {Journal of Organizational Behavior},
	volume = {31},
	year = {2010},
	month = {Jan-02-2010},
	pages = {351 - 360},
	issn = {08943796},
	doi = {10.1002/job.642},
	author = {Morgeson, Frederick P. and Dierdorff, Erich C. and Hmurovic, Jillian L.},
	editor = {Grant, Adam and Fried, Yitzhak and Parker, Sharon and Frese, Michael}
}
@conference {2010,
	title = {Using machine learning for network intrusion detection},
	year = {2010},
	note = {Proceedings of the IEEE Symposium on Security and Privacy 2010, Oakland, California, pp. 305-316},
	url = {http://www.icsi.berkeley.edu/pubs/networking/outsidethe10.pdf},
	author = {R. Sommer and V. Paxson}
}
@article {2009,
	title = {Under diagnosis and referral bias of autism in ethnic minorities},
	journal = {Journal of Autism and Developmental Disorders},
	volume = {39},
	year = {2009},
	month = {Jan-01-2009},
	pages = {142 - 148},
	issn = {0162-3257},
	doi = {10.1007/s10803-008-0611-5},
	author = {Begeer, Sander and Bouk, Saloua El and Boussaid, Wafaa and Terwogt, Mark Meerum and Koot, Hans M.}
}
