Artificial Intelligence Service Quality Model in Service Industry: A Chronological Review

This paper presents a chronological review of research on service quality that has been carried out using Artificial Intelligence (AI) as a tool from 2008 to 2026. A systematic identification and analysis of 60 peer-reviewed articles collected from the Scopus database was conducted across three developmental phases: Phase 1 (2008–2019), Phase 2 (2020–2022), and Phase 3 (2023–2026). This review traces the evolution of AI service quality research from initial studies employing computation and prediction models to recent work using deep learning, natural language processing, and the integration of multimodal AI in the hospitality, healthcare, and financial service sectors. The results show marked growth in publication rates and methodological complexity, particularly during the most recent phase. This study provides a structured temporal framework for understanding the type of change that occurred in each AI service quality dimension over time and outlines important themes within each era, with implications for research and service quality practitioners.

Artificial Intelligence; Service Quality; AI Service Quality; Service Industry; Chronological Review

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