The Impact of Artificial Intelligence on the Service Industry and Consumer Behavior: A Bibliometric Analysis

Abstract

This study aims to reveal, through a bibliometric analysis, more information about the transformation and impacts of artificial intelligence on the service industry and consumer behavior transformation and development over the last 32 years. Articles were collected from three databases using keyword combinations (artificial intelligence, service industry, consumer behavior, marketing, machine learning, etc.). Then, inclusion and exclusion criteria for the field were applied to obtain the final sample. The final sample consisted of 50 peer-reviewed articles. Three separate analyses were conducted to test the sample. A performance analysis identified the publication years of the articles, contributions per country, and the output of the relevant journals. The data analysis analyzed the articles in-depth and provided insights into the evolution of relevant scientific production. The study's findings provide a broad perspective on research to date and identify potential research gaps. This research endeavors to contribute to the marketing field by undertaking a bibliometric analysis of research concerning the impact of artificial intelligence on consumer behavior and the service industry, spanning the period from 1991 to 2024. It offers suggestions to academics and researchers for future research.