AI Knowhow Mind the Gap: Closing the Distance Between Service Quality and Service Perception
Jun 9, 2025
Explore the gap between perceived and actual service quality in professional settings. Discover how AI can enhance client management and improve emotional engagement. Hear about a Duke study revealing AI users might be viewed as less competent. The hosts emphasize the need for leaders to foster a positive AI culture. Learn about the transition to data-driven decision-making and the transformation of business management through interconnected AI systems. It’s not just about delivering great service; it’s about making clients feel valued.
AI Snips
Chapters
Transcript
Episode notes
Destigmatize AI at Work
- Leaders must publicly destigmatize AI use to foster positive culture around it.
- Incorporate AI skills and usage expectations into job descriptions for clarity.
Embed AI in Roles
- Write AI skills and usage expectations directly into job descriptions.
- Set clear policies so employees know when and how to use AI effectively.
Perception Trumps Service Quality
- Perception of service quality matters more than actual service delivery in professional services.
- Emotional factors like responsiveness and feeling respected are key to how clients perceive quality.