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<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Dear IS colleague,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">I hope you are having a great day. If you are doing cutting-edge research in the intersection of AI and service research, and feel the call of Aloha, please consider submitting your best work to our HICSS minitrack! See
the call for papers below.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Best regards,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Tapani Rinta-Kahila<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Senior Lecturer, Business Information Systems<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">UQ Business School<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">The University of Queensland<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Brisbane Qld 4072 Australia<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">---------------------------------------------------------------------------------------------<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Call for Papers: Hawaii International Conference on System Sciences 59 (HICSS-59): January 6-9, 2026, Hyatt Regency Maui, Hawaii<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Minitrack: Human Roles and Skills in AI-based Services (in Decision Analytics and Service Science track)<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><a href="https://hicss.hawaii.edu/tracks-59/decision-analytics-and-service-science/#human-roles-and-skills-in-ai-based-services-minitrack">https://hicss.hawaii.edu/tracks-59/decision-analytics-and-service-science/#human-roles-and-skills-in-ai-based-services-minitrack</a>
<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Submission deadline: June 15, 2025<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span lang="EN-US">Minitrack Description:<o:p></o:p></span></b></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Artificial intelligence (AI) is transforming service delivery by augmenting human employees and automating entire service processes, even fundamentally reimagining what human capabilities mean in service contexts. Machine-learning-powered
service technologies such as service robots, LLM chatbots, diagnostic AI tools, and algorithmic decision-making and management systems have become integral parts of many service processes. This directly impacts frontline service employees who engage with customers
– whether physically or virtually. By taking over employees' old tasks, creating new tasks for them, and transforming their roles, AI changes the nature of humans' work, for better or for worse. T</span><span lang="EN-GB">his transformation can extend beyond
simple task automation to reshape how human workers leverage their uniquely human capabilities like emotional intelligence, complex problem-solving, and adaptive thinking in collaboration with AI systems.</span><span lang="EN-US"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">What does all this mean for service workers? Will AI enhance service workers' expertise and empower them to deliver better customer service? Or will it disrupt their role</span><span lang="EN-US"> identity, leading to
degradation and dehumanization of work, and ultimately job displacement? The dynamic nature of AI technology suggests that its impacts on workers and customers can be multifaceted. Its disruptions fall unevenly over service workers with different skills, roles,
and tenure across industries. Our minitrack explores these thorny questions, focusing on (but not limited to) the following topics:<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB"><o:p> </o:p></span></p>
<ul style="margin-top:0cm" type="disc">
<li class="MsoNormal" style="margin-left:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US">The incorporation of AI into service delivery<o:p></o:p></span></li><li class="MsoNormal" style="margin-left:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US">Work design for AI-based services<o:p></o:p></span></li><li class="MsoNormal" style="margin-left:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US">New/emerging/future service roles and skills enabled by AI<o:p></o:p></span></li><li class="MsoNormal" style="margin-left:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US">Service job displacement due to AI<o:p></o:p></span></li><li class="MsoNormal" style="margin-left:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US">How AI transforms existing service roles and skills<o:p></o:p></span></li><li class="MsoNormal" style="margin-left:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US">Upskilling and/or deskilling of service workers<o:p></o:p></span></li><li class="MsoNormal" style="margin-left:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US">The effect of AI on service workers' wellbeing
<o:p></o:p></span></li><li class="MsoNormal" style="margin-left:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US">How service employees cope with the incorporation of AI into their work<o:p></o:p></span></li><li class="MsoNormal" style="margin-left:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US">How service organizations adapt and change in response to AI
<o:p></o:p></span></li><li class="MsoNormal" style="margin-left:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US">How service business models adapt and change in response to AI<o:p></o:p></span></li><li class="MsoNormal" style="margin-left:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US">Unintended consequences of incorporating AI into service delivery<o:p></o:p></span></li><li class="MsoNormal" style="margin-left:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US">Future of humans' role in service delivery in the age of AI<o:p></o:p></span></li><li class="MsoNormal" style="margin-left:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US">AI-facilitated customer interaction<o:p></o:p></span></li><li class="MsoNormal" style="margin-left:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US">Customer perceptions of, and attitudes toward, AI-based services<o:p></o:p></span></li><li class="MsoNormal" style="margin-left:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US">AI-based self-service technologies (in retail, hospitality, etc.)<o:p></o:p></span></li><li class="MsoNormal" style="margin-left:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US">Development of capabilities in managing AI-powered service systems<o:p></o:p></span></li><li class="MsoNormal" style="margin-left:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US">Development of complementary human-AI capabilities
<o:p></o:p></span></li><li class="MsoNormal" style="margin-left:-18.0pt;mso-list:l0 level1 lfo1"><span lang="EN-US">New capabilities required for human-AI collaboration in service delivery<o:p></o:p></span></li></ul>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><b>Min</b><b><span lang="EN-US">it</span>rack </b><b><span lang="EN-US">Co-</span>Chairs</b><b><span lang="EN-US">:</span><br>
<br>
</b>Tapani Rinta-Kahila<span lang="EN-US">, The </span>University of Queensland<span lang="EN-US">, t.rintakahila at uq.edu.au</span> (primary contact)<br>
Juho Lindman<span lang="EN-US">, </span> University of Gothenburg<span lang="EN-US">, </span> juho.lindman at ait.gu.se
<br>
Virpi Kristiina Tuunainen<span lang="EN-US">, </span>Aalto University School of Business<span lang="EN-US">, </span>virpi.tuunainen at aalto.fi<o:p></o:p></p>
<p class="MsoNormal"> <o:p></o:p></p>
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