AI Knowhow Mind the Gap: Closing the Distance Between Service Quality and Service Perception
8 snips
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.
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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.