Управленец

2218-5003

2686-7923

10.29141/2218-5003-2025-16-4-5

https://elibrary.ru/item.asp?id=82931591

Возможности искусственного интеллекта в продуктово-сервисных системах промышленных компаний

The potential of artificial intelligencein industrial companies’ product-service systems

Чернова

О. А.

Чернова

О. А.

Chernova

O. A.

chernova.olga71@yandex.ru

Southern Federal UniversityЮжный федеральный университет

09092025

16470862006202508072025

CC BY-NC 4.0

О.А. Чернова

O.A. Chernova

Промышленные предприятия все чаще внедряют цифровые инновации в свои продуктово-сервисные системы (PSS), однако применение ИИ-технологий сдерживается недостаточным пониманием их преимуществ. Статья посвящена выявлению потенциальных направлений использования искусственного интеллекта в PSS промышленных компаний для создания нового ценностного предложения. Методологической базой послужили концепции продуктово-сервисной системы и искусственного интеллекта. Методы исследования включали контент-анализ, структурно-логический анализ, метод описательной статистики, SWOT-анализ. Информационную базу составили официальные данные Росстата и государственных органов власти за 2023-2024 гг. Показано, что роль различных видов технологий ИИ в продуктово-сервисных системах варьируется в зависимости от типа реализуемой бизнес-модели, по-разному влияя на создание ценности. Выявлено, что в PSS промышленности наибольшее распространение получили виртуальные помощники и чат-боты. Систематизированы задачи, решаемые отдельными ИИ-технологиями в различных бизнес-моделях PSS. Выделены функциональные возможности и направления создания новых ценностных предложений в этой области с использованием ИИ-технологий. На основе SWOT-анализа определены их сильные и слабые стороны. Итоги работы вносят вклад в изучение проблематики интеллектуализации бизнес-процессов в промышленности, расширяя представления о возможностях использования ИИ-технологий в PSS промышленных компаний, выходя за рамки традиционного представления об ИИ как о «черном ящике». Результаты исследования могут быть использованы при разработке стратегии внедрения цифровых инноваций в промышленности, а также для выявления потенциальных возможностей интеллектуализации сферы продуктового сервиса.

Industrial enterprises are increasingly integrating digital innovations to enhance their product-service systems (PSSs); however, the adoption of artificial intelligence (AI) is hindered by a lack of awareness of its potential benefits. The purpose of the paper is to identify prospective applications of AI technologies in PSSs of industrial enterprises to create new value propositions. This study is based on the concepts of product-service systems and artificial intelligence. Research methods are content analysis, structural and logical analysis, methods of descriptive statistics, and SWOT analysis. The evidence base covers official data from the RF Federal State Statistics Service (Rosstat) and government agencies for 2023-2024. The research findings show that the role of various types of AI technology in PSSs differs according to the business model being implemented, which produces a varying effect on value creation. Virtual assistants and chatbots are found to be the most common in industrial PSSs. The paper systematizes the tasks performed by individual AI technologies in different PSS business models and highlights AI functionality in PSSs when creating value. SWOT analysis was used to reveal the strengths and weaknesses of AI technologies in product-service systems. The work contributes to research on digitalization of business processes in industry by going beyond the conventional understanding of AI as a “black box” and finding additional opportunities for the use of AI in PSSs of industrial companies. The findings can be utilized to map out a strategy for introducing digital innovations in industry and identifying the potential for enhancing the intelligence of product-service offerings.

продуктово-сервисные системыпромышленное предприятиеискусственный интеллектбизнес-модели PSSцифровые инновацииконкурентоспособность

Product-service system (PSS)industrial enterpriseartificial intelligencePSS business modeldigital innovationcompetitiveness

Veshneva I.V. (2023). Artificial intelligence technologies: Classification, limitations, prospects and threats. Izvestiya Saratovskogo universiteta. Novaya seriya. Seriya: Ekonomika. Upravlenie. Pravo / Izvestiya of Saratov University. Economics. Management. Law, vol. 23, issue 4, pp. 428–438. https://doi.org/10.18500/1994-2540-2023-23-4-428-438. (in Russ.)

Вешнева И.В. (2023). Технологии искусственного интеллекта: классификация, ограничения, перспективы и угрозы // Известия Саратовского университета. Новая серия. Серия: Экономика. Управление. Право. Т. 23, № 4. С. 428-438. https://doi.org/10.18500/1994-2540-2023-23-4-428-438

Gerasimov K.B. (2020). Principles for successful service innovation. Innovatsii / Innovations, no. 5 (259), pp. 53–59. https://doi. org/10.26310/2071-3010.2020.259.5.008. (in Russ.)

Герасимов К.Б. (2020). Принципы успешного внедрения инноваций в сфере услуг // Инновации. № 5 (259). С. 53-59. https://doi.org/10.26310/2071-3010.2020.259.5.008

Dolgova O.I., Nikitaeva A.Y. (2021). Business model innovations: Digitalization, servitization and customization of industrial companies. Drukerovskiy vestnik / Drucker’s Bulletin, no. 6, pp. 4–16. https://doi.org/10.17213/2312-6469-2021-6-4-16. (in Russ.)

Долгова О.И., Никитаева А.Ю. (2021). Инновации бизнес-моделей: цифровизация, сервитизация и кастомизация в деятельности промышленных компаний // Друкеровский вестник. № 6. С. 4-16. https://doi.org/10.17213/2312-6469-2021-6-4-16

Evseenko S.M. (2021). Overview of the directions for intellectualizing products and activities of the instrument-making enterprise. Innovatsii / Innovations, no. 5 (271), pp. 35–42. https://doi.org/10.26310/2071-3010.2021.271.5.004. (in Russ.)

Евсеенко С.М. (2021). Обзор направлений интеллектуализации продукции и деятельности приборостроительного предприятия // Инновации. № 5 (271). С. 35-42. https://doi.org/10.26310/2071-3010.2021.271.5.004

Zelentsova L.S., Ukolov V.F., Tikhonov A.I. (2023). Russian industry intellectualization development: Strategic approach. Upravlenie / Management (Russia), vol. 11, no. 4, pp. 17–24. https://doi.org/10.26425/2309-3633-2023-11-4-17-24. (in Russ.)

Зеленцова Л.С., Уколов В.Ф., Тихонов А.И. (2023). Развитие интеллектуализации промышленности России: стратегический подход // Управление. Т. 11, № 4. С. 17-24. https://doi.org/10.26425/2309-3633-2023-11-4-17-24

Ibryaeva O.L., Mokhammad M.N. (2022). Fault diagnosis of rolling bearings using spectral peaks and neural networks. Vestnik Yuzhno-Uralskogo gosudarstvennogo universiteta. Seriya: Vychislitelnaya matematika i informatika / Bulletin of the South Ural State University. Series: Computational Mathematics and Software Engineering, vol. 11, no. 2, pp. 59–71. https://doi. org/10.14529/cmse220205. (in Russ.)

Ибряева О.Л., Мохаммад М.Н. (2022). Диагностика неисправностей подшипников качения с использованием пиков спектра и нейронных сетей // Вестник Южно-Уральского государственного университета. Серия: Вычислительная математика и информатика. Т. 11, № 2. С. 59-71. https://doi.org/10.14529/cmse220205

Krakovskaya I.N., Korokoshko J.V., Slushkina Yu.Yu. (2024). Digital maturity of industrial enterprises: Evaluation experience. Vestnik Sankt-Peterburgskogo universiteta. Ekonomika / St. Petersburg University Journal of Economic Studies, vol. 40, issue 3, pp. 433–459. https://doi.org/10.21638/spbu05.2024.305. (in Russ.)

Краковская И.Н., Корокошко Ю.В., Слушкина Ю.Ю. (2024). Цифровая зрелость промышленных предприятий: опыт оценки // Вестник Санкт-Петербургского университета. Экономика. Т. 40, № 3. С. 433-459. https://doi.org/10.21638/spbu05.2024.305

Markushina E.V., Balova N.A. (2021). Development and implementation of innovations in the field of production services using digital technologies. Zhurnal prikladnykh issledovaniy / Journal of Applied Research, no. 6-3, pp. 228–234. https://doi. org/10.47576/2712-7516_2021_6_3_228. (in Russ.)

Маркушина Е.В., Балова Н.А. (2021). Разработка и внедрение инноваций в сфере производственного сервиса с использованием цифровых технологий // Журнал прикладных исследований. Т. 3, № 6. С. 228-234. https://doi.org/10.47576/2712-7516_2021_6_3_228

Pechatkin V.V., Yalalova A.I. (2025). Digital maturity of industrial companies: Conceptual framework and methodological approaches to assessment. Kreativnaya ekonomika / Creative Economy, vol. 19, no. 7. https://doi.org/10.18334/ce.19.7.123492. (in Russ.)

Печаткин В.В., Ялалова А.И. (2025). Цифровая зрелость промышленных предприятий: понятийный аппарат и методические подходы к оценке // Креативная экономика. Т. 19, № 7. https://doi.org/10.18334/ce.19.7.123492

Popov E.V., Simonova V.L., Zyrianov A.S. (2024). The evolution of business ecosystems in industry: From the classical to the digital type. Informatizatsiya v tsifrovoy ekonomike / Informatization in the Digital Economy, vol. 5, no. 3, pp. 341–360. https://doi. org/10.18334/ide.5.3.121748. (in Russ.)

Попов Е.В., Симонова В.Л., Зырянов А.С. (2024). Эволюция бизнес-экосистем в промышленности - от классического типа к цифровым // Информатизация в цифровой экономике. Т. 5, № 3. С. 341-360. https://doi.org/10.18334/ide.5.3.121748

Rogov I.A., Chernoivanov V.I., Ivanov Yu.A., Tolokonnikov G.K., Petrov E.B., Volkova I.M. (2014). New generation intelligent agricultural machinery. Vestnik Vserossiyskogo nauchno-issledovatel’skogo instituta mekhanizatsii zhivotnovodstva / Bulletin of the All-Russian Research Institute of Mechanisation of Animal Husbandry, no. 3 (15), pp. 2–65. (in Russ.)

Рогов И.А., Черноиванов В.И., Иванов Ю.А., Толоконников Г.К., Петров Е.Б., Волкова И.М. (2014). Интеллектуальная сельскохозяйственная техника нового поколения // Вестник Всероссийского научно-исследовательского института механизации животноводства. № 3 (15). C. 2-65.

Tatarinov K.A. (2024). Features and opportunities of companies digitalization. Ekonomicheskaya sreda / Economic Environment, vol. 13, issue 2, pp. 58–64. https://doi.org/10.36683/ee242.58-64. (in Russ.)

Татаринов К.А. (2024). Особенности и возможности цифровизации компаний // Экономическая среда. Т. 13, № 2. С. 58-64. https://doi.org/10.36683/ee242.58-64

Abou-Foul M., Ruiz-Alba J.L., López-Tenorio P.J. (2023). The impact of artificial intelligence capabilities on servitization: The moderating role of absorptive capacity - A dynamic capabilities perspective. Journal of Business Research, vol. 157, 113609. https://doi.org/10.1016/j.jbusres.2022.113609

Akbari M., Hassanzadeh E., Asl Y.D., Moghanian A. (2025). A comprehensive review on the integration of artificial intelligence in friction stir welding for monitoring, modelling, and process optimization. Journal of Advanced Joining Processes, vol. 11, 100316. https://doi.org/10.1016/j.jajp.2025.100316

Anmaç S. (2023). A comparison of product personalization and product customization: A conceptual framework. Turkish Business Journal, vol. 4, no. 7, pp. 54-64. https://doi.org/10.51727/tbj.1306824

Astawa I.P.P., Arsha I.M.R.M. (2024). Artificial intelligence and business models from the perspective of innovation and operational efficiency of companies: Systematic literature review. International Journal of Research and Innovation in Social Science, vol. 8, issue 11, pp. 1882-1899. https://doi.org/10.47772/ijriss.2024.8110147

Ayala N.F., Paslauski C.A., Ghezzi A., Frank A.G. (2017). Knowledge sharing dynamics in service suppliers' involvement for servitization of manufacturing companies. International Journal of Production Economics, vol. 193, pp. 538-553. https://doi.org/10.1016/j.ijpe.2017.08.019

Ayala N.F., Rodrigues da Silva J., Tinoco M.A.C., Saccani N., Frank A.G. (2025). Artificial intelligence capabilities in digital servitization: Identifying digital opportunities for different service types. International Journal of Production Economics, vol. 284, 109604. https://doi.org/10.1016/j.ijpe.2025.109604

Bouabdallaoui Y., Ducoulombier L., Lafhaj Z., Yim P. (2024). Exploring artificial intelligence role in improving service building engagement in sorting. Waste Management, vol. 189, pp. 68-76. https://doi.org/10.1016/j.wasman.2024.07.031

Chernova O.A., Knyazev V.R. (2024). Application of the concept of technological maturity in regional industrial development strategy-making. R-Economy, vol. 10, no. 4, pp. 444-454. https://doi.org/10.15826/recon.2024.10.4.027

Cusumano M.A., Kahl S.J., Suarez F.F. (2015). Services, industry evolution, and the competitive strategies of product firms. Strategic Management Journal, vol. 36, issue 4, pp. 559-575. https://doi.org/10.1002/smj.2235

Davenport T.H. (2018). From analytics to artificial intelligence. Journal of Business Analytics, vol. 1, issue 2, pp. 73-80. https://doi.org/10.1080/2573234X.2018.1543535

Dragović R., Novaković M., Bakić Z., Matotek Anđelić M., Kostovski I., Mladenović V. (2024). Artificial intelligence in function of improving product functionalities (pp 38-44). In: Proc. of the 14th Int. conf. on industrial engineering and environmental protection - IIZS 2024 (Zrenjanin, October 3-4, 2024). Zrenjanin: University of Novi Sad. https://doi.org/10.46793/iizs24.038d

Echegu D.A. (2024). Artificial intelligence (AI) in customer service: Revolutionising support and engagement. IAA Journal of Scientific Research, vol. 11, no. 2, pp. 33-39. https://doi.org/10.59298/IAAJSR/2024/112.3339

Hamidi S.M.M., Hoseini S.F., Gholami H., Kananizadeh-Bahmani M. (2024). A three-stage digital maturity model to assess readiness for blockchain implementation in the maritime logistics industry. Journal of Industrial Information Integration, vol. 41, 100643. https://doi.org/10.1016/j.jii.2024.100643

Hanski J., Kortelainen H., Uusitalo T. (2020). The impact of digitalization on product-service system development in the manufacturing industry (pp. 873-880). In: J.P. Liyanage, J. Amadi-Echendu, J. Mathew. (Eds.). Proc. of the 13th World congress on engineering asset management "Engineering assets and public infrastructures in the age of digitalization" (Stavanger, September 24-26, 2018). Cham: Springer. https://doi.org/10.1007/978-3-030-48021-9_96

Haryanti T., Rakhmawati N.A., Subriadi A.P. (2024). Assessing the digital transformation landscapes of organization: The digital transformation self-assessment maturity model (DX-SAMM). Procedia Computer Science, vol. 234, pp. 1561-1569. https://doi.org/10.1016/j.procs.2024.03.158

Huang M.-H., Rust R.T. (2018). Artificial intelligence in service. Journal of Service Research, vol. 21, issue 2, pp. 155-172. https://doi.org/10.1177/1094670517752459

Kelly S., Kaye S.-A., Oviedo-Trespalacios O. (2023). What factors contribute to the acceptance of artificial intelligence? A systematic review. Telematics and Informatics, vol. 77, 101925. https://doi.org/10.1016/j.tele.2022.101925

Kim K.-J., Lim C.-H., Heo J.-Y., Lee D.-H., Hong Y.-S., Park K. (2016). An evaluation scheme for product-service system models: Development of evaluation criteria and case studies. Service Business, vol. 10, pp. 507-530. https://doi.org/10.1007/s11628-015-0280-3

Kocerova S., Kalkis H., Roja Z. (2024). Process improvement with AI in service industry: Case studies (vol. 152, pp. 80-86). In

H. Kalkis, Z. Roja. (Eds.). Proc. of the 15th Int. conf. on applied human factors and ergonomics "Social and occupational ergonomics" (Nice, July 24-27, 2024). New York: AHFE International. https://doi.org/10.54941/ahfe1005323

Kohtamäki M., Brekke T., Naeem R., Sjödin D., Parida V. (2025). Managerial practices shaping the transformation towards artificial intelligence-enabled product-service systems. International Journal of Production Economics, vol. 286, 109658. https://doi.org/10.1016/j.ijpe.2025.109658

Kowalkowski C., Ulaga W. (2024). Subscription offers in business-to-business markets: Conceptualization, taxonomy, and framework for growth. Industrial Marketing Management, vol. 117, pp. 440-456. https://doi.org/10.1016/j.indmarman.2024.01.014

Le-Dain M.-A., Benhayoun L., Matthews J., Liard M. (2023). Barriers and opportunities of digital servitization for SMEs: The effect of smart product-service system business models. Service Business, vol. 17, pp. 359-393. https://doi.org/10.1007/s11628-023-00520-4

Madanaguli A., Sjödin D., Parida V., Mikalef P. (2024). Artificial intelligence capabilities for circular business models: Research synthesis and future agenda. Technological Forecasting and Social Change, vol. 200, 123189. https://doi.org/10.1016/j.techfore.2023.123189

Mota B., Faria P., Ramos C., Vale Z. (2025). Review of manufacturing integration between production, maintenance and quality artificial intelligence systems. Journal of Industrial Information Integration, vol. 47, 100910. https://doi.org/10.1016/j.jii.2025.100910

Naeem R., Kohtamäki M., Parida V. (2025). Artificial intelligence enabled product-service innovation: Past achievements and future directions. Review of Managerial Science, vol. 19, pp. 2149-2192. https://doi.org/10.1007/s11846-024-00757-x

Pérez-Moure H., Lampón J.F., Cabanelas P. (2024). Mobility business models toward a digital tomorrow: Challenges for automotive manufacturers. Futures, vol. 156, 103309. https://doi.org/10.1016/j.futures.2023.103309

Peruzzini M., Wiesner S. (2019). Emergence of product-service systems (pp. 209-232). In: J. Stjepandić, N. Wognum, W.J.C. Verhagen. (Eds.). Systems engineering in research and industrial practice: Foundations, developments and challenges. Cham: Springer. https://doi.org/10.1007/978-3-030-33312-6_8

Prokhin E. (2020). Digital transformation of industrial companies: What is management 4.0? (pp. 131-138). In: Proc. of the 11th Int. conf. on e-business, management and economics (Beijing, July 15-17, 2020). New York: Association for Computing Machinery. https://doi.org/10.1145/3414752.3414779

Puttegowda M., Ballupete Nagaraju S. (2025). Artificial intelligence and machine learning in mechanical engineering: Current trends and future prospects. Engineering Applications of Artificial Intelligence, vol. 142, 109910. https://doi.org/10.1016/j.engappai.2024.109910

Rather R.A. (2025). Does consumers' reveal engagement behaviours in artificial intelligence (AI)-based technologies? The dynamics of perceived value and self-congruence. International Journal of Hospitality Management, vol. 126, 103989. https://doi.org/10.1016/j.ijhm.2024.103989

Reis J., Amorim M., Cohen Y., Rodrigues M. (2020). Artificial intelligence in service delivery systems: A systematic literature review (vol. 1, pp. 222-233). In: Á. Rocha, H. Adeli, L.P. Reis, S. Costanzo, I. Orovic, F. Moreira. (Eds.). Proc. of the 2020 World conf. on information systems and technologies "Trends and innovations in information systems and technologies" (Budva, April 7-10, 2020). Cham: Springer. https://doi.org/10.1007/978-3-030-45688-7_23

Ruiz-Real J.L., Uribe-Toril J., Torres J.A., De Pablo J. (2021). Artificial intelligence in business and economics research: Trends and future. Journal of Business Economics and Management, vol. 22, no. 1, pp. 98-117. https://doi.org/10.3846/jbem.2020.13641

Saki S., Soori M. (2025). Artificial intelligence, machine learning and deep learning in advanced transportation systems, a review. Multimodal Transportation, 100242. https://doi.org/10.1016/j.multra.2025.100242

Sever M.M. (2024). Digital transformation and changes in business models for service industries: General principles and cases from hospitality, traveling, food delivery (pp. 94-116). In: S. Manohar, A. Mittal, S. Raju, A.J. Nair. (Eds.). Innovative technologies for increasing service productivity. Hershey: IGI Global Scientific Publishing. https://doi.org/10.4018/979-8-3693-2019-8.ch006

Sharko E.R., Rebiazina V.A. (2023). Servitization in the digital age: A systematic review. Vestnik SPbGU. Menedzhment / Vestnik of Saint Petersburg University. Management, vol. 22, issue 4, pp. 476-493. http://doi.org/10.21638/11701/spbu08.2023.402

Sjödin D., Parida V., Kohtamäki M. (2023). Artificial intelligence enabling circular business model innovation in digital servitization: Conceptualizing dynamic capabilities, AI capacities, business models and effects. Technological Forecasting and Social Change, vol. 197, 122903. https://doi.org/10.1016/j.techfore.2023.122903

Soellner S., Helm R., Klee P., Endres H. (2024). Industrial service innovation: Exploring the transformation process to digital servitization in industrial goods companies. Industrial Marketing Management, vol. 117, pp. 288-303. https://doi.org/10.1016/j.indmarman.2024.01.009

Soori M., Arezoo B., Dastres R. (2023). Artificial intelligence, machine learning and deep learning in advanced robotics, a review. Cognitive Robotics, vol. 3, pp. 54-70. https://doi.org/10.1016/j.cogr.2023.04.001

Sreekala S.P., Revathy S., Rajeshwari S., Girimurugan B. (2024). A survey of AI in industry: From basic concepts to industrial and business applications (pp. 233-250). In: V.H.C. de Albuquerque, P. Raj, S.P. Yadav. (Eds.). Toward artificial general intelligence: Deep learning, neural networks, generative AI. Berlin: De Gruyter. https://doi.org/10.1515/9783111323749-011

Tagscherer F., Carbon C.-C. (2025). The role of transformational leadership in navigating digital servitization. Sustainable Technology and Entrepreneurship, vol. 4, issue 2, 100098. https://doi.org/10.1016/j.stae.2025.100098

Teng D., Ye C., Martinez V. (2025). Gen-AI's effects on new value propositions in business model innovation: Evidence from information technology industry. Technovation, vol. 143, 103191. https://doi.org/10.1016/j.technovation.2025.103191

Tukker A. (2004). Eight types of product-service system: Eight ways to sustainability? Experiences from SusProNet. Business Strategy and the Environment, vol. 13, issue 4, pp. 246-260. https://doi.org/10.1002/bse.414

Wang X., Jiang Z., Xiong Y., Liu A. (2025). Human-LLM collaboration in generative design for customization. Journal of Manufacturing Systems, vol. 80, pp. 425-435. https://doi.org/10.1016/j.jmsy.2025.03.012

Yang H., Li R., He X., Zhang H., Wu F., Liu J., Guan Z. (2025). An intelligent customized design method for complex products under the influence of dynamic uncertainty. Advanced Engineering Informatics, vol. 66, 103480. https://doi.org/10.1016/j.aei.2025.103480

Yıldız A., Uğur L. (2022). Use of artificial intelligence in smart production in the industrial 4.0 era. International Journal of Pioneering Technology and Engineering, vol. 1, no. 1, pp. 24-27. https://doi.org/10.56158/jpte.2022.19.1.01

Zastupov A.V. (2020). Innovation activities of enterprises of the industrial sector in the conditions of economy digitalization (pp. 559-569). In: S. Ashmarina, A. Mesquita, M. Vochozka. (Eds.). Proc. of the 6th Int. sci. conf. "Digital transformation of the economy: Challenges, trends and new opportunities" (Samara, May 29-31, 2018). Cham: Springer. https://doi.org/10.1007/978-3-030-11367-4_55

Zhang H. (2024). Digital economy and industrial transformation: The implications of AI in manufacturing and services. Dean & Francis, vol. 1, no. 1, issue 6. https://doi.org/10.61173/0p5nvq20

Zhang R., Qi Y., Kong S., Wang X., Li M. (2024). A hybrid artificial intelligence algorithm for fault diagnosis of hot rolled strip crown imbalance. Engineering Applications of Artificial Intelligence, vol. 130, 107763. https://doi.org/10.1016/j.engappai.2023.107763

Zhu Y., Zhang C., Zhang R., Gao F. (2025). Design of model fusion learning method based on deep bidirectional GRU neural network in fault diagnosis of industrial processes. Chemical Engineering Science, vol. 302, Part A, 120884. https://doi.org/10.1016/j.ces.2024.120884

Gerasimov K.B. (2020). Principles for successful service innovation. Innovatsii / Innovations, no. 5 (259), pp. 53–59. https://doi. org/10.26310/2071-3010.2020.259.5.008. (in Russ.)

Anmaç S. (2023). A comparison of product personalization and product customization: A conceptual framework. Turkish Business Journal, vol. 4, no. 7, pp. 54-64. https://doi.org/10.51727/tbj.1306824

Davenport T.H. (2018). From analytics to artificial intelligence. Journal of Business Analytics, vol. 1, issue 2, pp. 73-80. https://doi.org/10.1080/2573234X.2018.1543535

Huang M.-H., Rust R.T. (2018). Artificial intelligence in service. Journal of Service Research, vol. 21, issue 2, pp. 155-172. https://doi.org/10.1177/1094670517752459

Kocerova S., Kalkis H., Roja Z. (2024). Process improvement with AI in service industry: Case studies (vol. 152, pp. 80-86). In

Zhang H. (2024). Digital economy and industrial transformation: The implications of AI in manufacturing and services. Dean & Francis, vol. 1, no. 1, issue 6. https://doi.org/10.61173/0p5nvq20