000133067 001__ 133067 000133067 005__ 20240322124129.0 000133067 0247_ $$2doi$$a10.1080/02642069.2024.2305451 000133067 0248_ $$2sideral$$a137779 000133067 037__ $$aART-2024-137779 000133067 041__ $$aeng 000133067 100__ $$0(orcid)0000-0002-2291-1409$$aBelanche, Daniel$$uUniversidad de Zaragoza 000133067 245__ $$aThe dark side of artificial intelligence in services 000133067 260__ $$c2024 000133067 5060_ $$aAccess copy available to the general public$$fUnrestricted 000133067 5203_ $$aArtificial intelligence (AI) initiatives, including Generative AI, are being increasingly implemented in service industries, and are having a great impact on service operations and on customers’ reactions and behaviors. Previous literature is overoptimistic about AI implementation, and there is still a need to explore the dark side of this technology; that is, its potential negative impacts on consumers, businesses, and society, as well as the moral concerns associated with AI use in services. To establish some fundamental insights related to this research domain, this paper contributes to previous AI based-services literature by proposing a three-part conceptual model inspired by Belanche et al. (2020a), comprised of AI design, customers, and the service encounter. Specifically, we identify key factors and research gaps within each category that need to be addressed. The final research questions provide a research agenda to guide scholars and help practitioners implement AI-based services while avoiding their potential negative outcomes. 000133067 536__ $$9info:eu-repo/grantAgreement/ES/DGA-FSE/LMP51-21$$9info:eu-repo/grantAgreement/ES/MCIU/PID2019-105468RB-I00 000133067 540__ $$9info:eu-repo/semantics/openAccess$$aby-nc-nd$$uhttp://creativecommons.org/licenses/by-nc-nd/3.0/es/ 000133067 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/acceptedVersion 000133067 700__ $$aBelk, Russell W. 000133067 700__ $$0(orcid)0000-0002-9643-2814$$aCasaló, Luis V.$$uUniversidad de Zaragoza 000133067 700__ $$0(orcid)0000-0001-7118-9013$$aFlavián, Carlos$$uUniversidad de Zaragoza 000133067 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados 000133067 773__ $$g44, 3-4 (2024), 149-172$$pServ. ind. j.$$tSERVICE INDUSTRIES JOURNAL$$x0264-2069 000133067 8564_ $$s669519$$uhttps://zaguan.unizar.es/record/133067/files/texto_completo.pdf$$yPostprint$$zinfo:eu-repo/date/embargoEnd/2025-07-30 000133067 8564_ $$s847695$$uhttps://zaguan.unizar.es/record/133067/files/texto_completo.jpg?subformat=icon$$xicon$$yPostprint$$zinfo:eu-repo/date/embargoEnd/2025-07-30 000133067 909CO $$ooai:zaguan.unizar.es:133067$$particulos$$pdriver 000133067 951__ $$a2024-03-22-09:46:03 000133067 980__ $$aARTICLE