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This conceptual paper draws together an interdisciplinary approach to robo-advisors (RAs) as an example of an early and successful example of automated, programmed professional services.

Little is known about the forces driving this change in the delivery of professional service. This work explores the drivers of RAs, the degree of disruption incurred by the introduction of RAs, and how, as RAs advance, trust in algorithmic authority aids in legitimating RAs as smart information.

From the firms' perspective, the drivers include rebranding occasioned by the financial crisis (2008), the widening of the client base and the “on-trend” nature of algorithmic authority guided by artificial intelligence (AI) embedded in RAs. This examination of the drivers of RAs indicates that professional service automation is aligned with information society trends and is likely to expand.

Examining RAs as an indicator of the future introduction of programmed professional services suggests that success increases when the algorithmic authority in the programmed serves are minimally disruptive, trustworthy and expand the client base while keeping the knowledge domain of the profession under control of the industry.

Treating RAs as an early instance of successfully embedding knowledge in AI and algorithmically based platforms adds to the early stages of theory and practice in the monetization and automation of professional knowledge-based services.

In recent years, scholarly focus has shifted towards exploring the applications of disruptive technologies in professional services. These studies emphasise the need for further research in this domain. This research aims to comprehensively review the existing literature on the uses of blockchain, artificial intelligence (AI) and machine learning (ML) algorithms in professional services such as higher education, healthcare, financial securities firms and smart energy consulting. The rapid innovation and advancement in technology have led to substantial improvements in work efficiency and productivity. As industries transition towards sustainability and digitalisation, the role of energy-efficient systems becomes important in shaping smart factory designs and in further implementations. The uses of AI and other disruptive technologies for business operations not only boost production efficiency but also enhance customer satisfaction. Central to this transformation are strategies like deep learning and data/text mining, which facilitate the shift from conventional manufacturing practices to smart manufacturing. Apart from smart energy systems, the fields of higher education, healthcare and financial securities are witnessing a surge in the applications of AI, ML algorithms and blockchain technology and their contributions in emerging service economy. This study undertakes a comprehensive investigation into various factors associated with the application of disruptive technologies, evaluating their impact on the operational efficiency of professional service firms (PSFs). Through this research, we aim to identify gaps in the current literature and will suggest the directions for future research.

Today, due to the rapid change of manufacturing technology, many firms have to produce efficiently with minimum cost and best quality in order to maintain their status in the markets. Having invested a great deal of money in R&D the manufacturing environment is very competitive, using many advanced technologies such as computers, microelectronics, Computer‐Aided Design, Computer‐Aided Manufacturing, Flexible Manufacturing Systems and industrial robots. This means managers must acquire some technical knowledge and workers must be prepared to move from direct manufacturing to the information sector or to professional services because automation requires many professionals and technicians.

This paper aims to provide a comprehensive review of the literature examining the relationship between automation and employment, with a focus on understanding the debates of automation displacement and enablement, and the mediating role of employee augmentation in driving organisational productivity.

A semi-systematic literature review was conducted across the areas of automation, work-design and employee skills over the past 3 years.

The academic literature was found to still be in its infancy, with empirical evidence in an organisational setting scarce. However, research suggests that automation does not cause job displacement or a negative impact on employment. In contrast, data suggest that automation leads to new job creation, task enlargement and skills enhancement. The findings suggest that organisations should employ augmentation alongside automation to drive productivity, in a way that promotes strong work-design, builds trust and leverages human creativity. A further recommendation is made for organisations to focus on continuous upskilling to combat the shortening shelf-life of skills and adapt to the constant change brought around by advances in automation.

Through a synthesis of diverse perspectives and academic evidence, this paper contributes to the nuanced understanding of the complexities surrounding automation and its impact on employment. This literature review underscores the need for organisational strategies that leverage augmentation to harness productivity savings, alongside a renewed focus on widespread employee skills enhancement. In addition to creating new recommendations for practitioners and organisational leaders, this paper also furthers the research agenda through a list of research gaps for scholarly attention.

Due to the rapid development of artificial intelligence (AI) technology, increasing the use of AI in healthcare is critical, but few studies have explored the extent to which physicians cooperate with AI in their work to achieve productive and innovative performance, which is a key issue in operations management (OM). We conducted empirical research to answer this question.

We developed a conceptual model based on the ambidextrous perspective. To test our model, we collected data from 200 Chinese hospitals. One senior and one junior physician from each hospital participated in this research so that we could get a more comprehensive view. Based on the sample of 400 participants and the conceptual model, we examined whether different types of AI use have distinct impacts on physicians’ productivity and innovation by conducting hierarchical regression and post hoc tests. We also introduced team psychological safety climate (TPSC) and AI technology uncertainty (AITU) as moderators to investigate this topic in further detail.

We found that augmentation AI use is positively related to overall productivity and innovative job performance, while automation AI use is negatively related to these two outcomes. Furthermore, we focused on the impacts of the ambidextrous use of AI on these two outcomes. The results highlight the positive impacts of complementary use on both outcomes and the negative impact of balance on innovative job performance. TPSC enhances the positive impacts of complementary use on productivity, whereas AITU inhibits the negative impacts of automation and balanced use on innovative job performance.

In the age of AI, organizations face greater trade-offs between performance and technology management. This study contributes to the OM literature from the perspectives of operational performance and technology management in three ways. First, it distinguishes among different AI implementations and their diverse impacts on productivity and innovative performance. Second, it identifies the different conditions under which automation AI use and augmentation are superior. Third, it extends the ambidextrous perspective by becoming an early adopter of this approach to explore the implications of different types of AI use in light of contingency factors.

Drawing broadly from the technology frame (Davidson, 2002) and organizing vision perspectives (Swanson and Ramiller, 1997) which consider the business value of information technology as resulting from actors' efforts to make sense of new technology, the study applies Ojala's (2016) business model framework to examine how different sets of actors understand the value of blockchain within the healthcare sector.

To include the perspective of different sets of actors, the research combines a systematic literature review to capture academic research, semi-structured interviews with blockchain experts, with an analysis of blockchain healthcare vendors.

The study finds a high degree of congruence between the perspective of different actors, with key sources of blockchain value concentrated around value proposition, particularly enhancing privacy and security; value capture, specifically cost savings, and value network, mostly enhancing data accessibility and reducing intermediation. Value delivery is the least emphasized value creation mechanism and concerns primarily improvements in supply chain transparency. Minor variations between actors' interpretations of value exist, mostly around the contribution of blockchain to support the value proposition and include the provision of social value, the creation of trust, supporting automation and improving employment.

Recognizing that the value of new technology is as much the result of actors' interpretations, as the objective outcome of its deployment, this study takes a multi-stakeholder perspective to examine blockchain's business value and highlights new aspects of value associated with blockchain deployments. The findings include a value outcome framework that allows systematic comparisons between blockchain implementations across contexts.

The purpose of this paper is to demonstrate how action research-based interventions can effect change in a complex and challenging professional service environment (Lewis and Brown, 2012). This paper presents a successful way to do this. First, by eliciting factors for change driven by deregulation in the United Kingdom’s (UK) legal service sector (Falconer, 2005). Second, by designing and implementing context-sensitive change in a selected legal service firm.

This research adopts a participatory action research methodology involving the use of systems thinking (namely the PrOH modelling methodology) to design suitable interventions and catalyse change.

This study has generated new knowledge on three fronts–to the legal service operations, to methodology and to the intellectual framework used for abductive reasoning (Checkland and Poulter, 2006). Lessons are transferable to wider professional service operations research. Findings indicate, despite traditional challenges of delivering typical professional services, there is potential for rationalising processes and service delivery commodification, mainly in the low volume, high variety legal service typology (Silvestro et al., 1992).

This research uses data from an in-depth study of a single organisation.

This research helped legal service professionals to improve overall efficiency and effectiveness and create new management tools.

This research could help improve legal service operations and make them more accessible.

This research applies a novel, systems thinking based methodology for the first time in a complex professional service operations environment leading to three-fold contributions in the areas of practice, theory and methodology. The paper uses a change management framework (the Change Kaleidoscope), a soft systems methodology (PrOH modelling) and applies these to legal services.

While robots have increasingly threatened frontline employees’ (FLEs) future employment by taking over more mechanical and analytical intelligence tasks, they are still unable to “experience” and “feel” to occupy empathetic intelligence tasks that can be handled better by FLEs. This study, therefore, aims to empirically develop and validate a scale measuring the new so-called empathetic creativity as being creative in practicing and performing empathetically intelligent skills during service encounters.

This study adopts a multistage design to develop the scale. Phase 1 combines a literature review with text mining from 3,737 service robots-related YouTube comments to generate 16 items capturing this new construct. Phase 2 assesses both face and content validity of those items, while Phase 3 recruits Prolific FLEs sample to evaluate construct validity. Phase 4 checks this construct’s nomological validity using PLS-SEM and Phase 5 experiments dedicated effort (vs natural talent) as an effective approach to foster FLEs’ perceived empathetic creativity.

The final scale is comprised of 13 refined items that capture three dimensions (social, interactive and emotional) of empathetic creativity. This research provides timely implications to help FLEs in high-contact services stay competitive.

This study introduces the new construct of empathetic creativity, which goes beyond the traditional definition of creativity in services and highlights the importance of empathetic intelligence for FLEs in future employment. This study also develops a multi-item scale to measure this construct, which can be applied to future service management research.

This is a modified version of the 2022 George Herbert Mead Lecture that I delivered at the Annual Meeting of the National Communications Association in New Orleans, LA. Drawing upon ethnographic research with Mississippi River pilots, I outline the strengths and weaknesses of Mead's conceptualization of “mind” as a means to develop the “great cooperative community” he envisioned. I argue that although we possess the cognitive capacity to take the attitude of a multitude of others, even during complex and evolving scenarios, there are also material incentives for some groups to impede the emergence of the mind via the construction of “closed-networks.” I identify one example of a closed-network – professional associations – to demonstrate how and why they attempt to prevent outsiders from role-taking with members of their group. Although the persistence of closed networks hampers Mead's vision of a more co-operative society, it is only by understanding the origins of such barriers to mind that we can address the root causes of their construction.

With almost 95% of employers in the tech space experiencing a skills shortage, it is vital that IT consultants act now to futureproof their own skillsets to ensure they can provide business support services in the future. This paper aims to outline precisely how consulting businesses can overcome this industry challenge.

The author draws on his first-hand industry experience and third-party research to highlight how IT consultancy firms can futureproof operations and safeguard against major skills shortages.

During the course of research, three key industry challenges were uncovered and addressed. These provide the basis of the paper and focus on intelligent automation to transform operations, the reallocation of resources to support hybrid working and evergreen cloud automation supported by Managed Services Providers to mitigate against cybersecurity risk.

This paper aims to guide IT consulting businesses seeking to counteract industry challenges by ensuring a strong digital infrastructure. The desired outcome of this paper is to encourage businesses to take the necessary next steps to become digitally mature enough to bridge the skills divide.

This paper comes during a period when businesses are being negatively impacted by supply chain shortages and economic downturn, as well as skill shortages. It provides a digestible checklist of the support that comes from a strong digital backbone and how this will help IT consulting businesses address the future of work challenges today.