Artificial intelligence (AI) is rapidly transforming customer service. This paper aims to paint a state-of-the-art of AI and its impact in customer service organizations by conducting a literature review as well as exploring current AI solutions used by practitioners. We will also identify gaps in the research that need to be addressed to better understand the impact of AI in customer service

This study derived elements from the Technology Acceptance Model (TAM) and the Theory of Planned Behaviour (TPB) to assess factors influencing attitude and intention to use drones for medications delivery among Generation Y consumers. Data was collected from 300 respondents. The results revealed that attitudes towards the use of drones for medicine delivery were influenced by perceived service quality, usefulness, and service value. Subjective norms, usefulness, service value and attitudes impacted behavioural intention. This study contributes in distribution strategy literature. It also enriches information on the drone delivery capabilities as well as the accessibility of medications through drones.

The study compares the effect of chosen aroma compounds for restaurants on the emotional feedback of millennials, and also the explicit evaluation of this effect on food choices. The explicit and implicit effect of scents on perception is examined and innovative approaches of scent evaluation and their implementation shown.

Sales force automation tools can increasingly be used collaboratively across the company borders. We have focused on this topical issue by conducting a multiple-case study of industrial manufacturers and their distributors. The main contribution of the research is a model that distinguishes the drivers and challenges of the collaborative tools.

The present study embarks from a targeted literature review to operationalize classic models of cultural communication in the territory of official Greek tourism websites. The paper explores how cultural awareness is manifested in these spaces through their structure, content and design features vis-à-vis the needs and preferences of their users. Key trends are identified and their significance is examined. Through an exploratory qualitative research, the paper identifies the factors that affect user interfaces and argues that web possibilities are not adequately exploited to promote the Greek tourism product. Websites often do not sufficiently embed emerging technologies of the digital era to address increasingly sophisticated and technology-oriented publics. With this as the backdrop, a novel conceptualization of website evaluation is offered which can be tested empirically and evolved to support functions of cultural adjustment. A concrete structure exemplifies the model and helps illustrate the cultural awareness and sensitivity parameters involved in browsing websites that support the tourism industry. The paper concludes with diagnostic findings and improvement recommendations for destination and professional web spaces to be strategically adaptive to the increasing needs of their diverse audiences.