000162914 001__ 162914 000162914 005__ 20251009133841.0 000162914 0247_ $$2doi$$a10.1108/JOSM-04-2025-0194 000162914 0248_ $$2sideral$$a145462 000162914 037__ $$aART-2025-145462 000162914 041__ $$aeng 000162914 100__ $$aKunz, Werner H. 000162914 245__ $$aBeyond replacement: human-machine collaboration in the age of AI 000162914 260__ $$c2025 000162914 5060_ $$aAccess copy available to the general public$$fUnrestricted 000162914 5203_ $$aPurpose The purpose is to advance the understanding of human-machine (H-M) collaboration in service industries, conceptualizing a framework that structures the research space and proposing a research agenda to guide future studies on optimizing collaboration dynamics, outcomes and ethical governance. Design/methodology/approach The authors use an artificial intelligence (AI)-based systematic literature based on the SERVSIG Literature Alert database to identify articles related to H-M collaboration. Insights from these papers were analyzed to (1) trace the evolution of H-M collaboration research, (2) formulate an integrative framework spanning foundational resources through outcomes and (3) develop a future research agenda. Findings The paper develops an integrative framework describing the foundation, process, and outcomes of H-M teamwork in service settings. It also introduces a set of new articles from the special issue. Social implications The paper underscores the ethical considerations (e.g. data biases, privacy and transparency) and broader societal concerns (e.g. job displacement and social inequality) and uniquely positions ethics as a cross-cutting theme (product, consumer and societal levels), moving beyond siloed ethical discussions in earlier work. Originality/value Unlike earlier work focusing on either human replacement or narrow task automation, this paper proposes a teamwork perspective, showing how AI and humans are working together and combining capabilities to achieve outcomes together. It maps diverse empirical studies to a comprehensive framework, demonstrating its applicability and enriching theoretical rigor with real-world evidence. Keywords:Human-mach 000162914 540__ $$9info:eu-repo/semantics/openAccess$$aby-nc$$uhttps://creativecommons.org/licenses/by-nc/4.0/deed.es 000162914 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/acceptedVersion 000162914 700__ $$aSajtos, Laszlo 000162914 700__ $$0(orcid)0000-0001-7118-9013$$aFlavián, Carlos$$uUniversidad de Zaragoza 000162914 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados 000162914 773__ $$g(2025), 1-19$$pJournal of Service Management$$tJournal of Service Management$$x1757-5818 000162914 8564_ $$s882216$$uhttps://zaguan.unizar.es/record/162914/files/texto_completo.pdf$$yPostprint 000162914 8564_ $$s842520$$uhttps://zaguan.unizar.es/record/162914/files/texto_completo.jpg?subformat=icon$$xicon$$yPostprint 000162914 909CO $$ooai:zaguan.unizar.es:162914$$particulos$$pdriver 000162914 951__ $$a2025-10-09-13:25:56 000162914 980__ $$aARTICLE