Reimagining the sustainable social development of AI for the service sector: the role of startups

Purpose – The emergence of artificial intelligence (AI) is leading to a job transformation within the service ecosystem in which issues related to AI governance principles may hinder the social sustainability of the sector. The relevance of AI startups in driving innovation has been recognized; thus, this paper aims to investigate whether and how AI startups may influence the sustainable social development (SSD) of the service sector. Design/methodology/approach – An empirical study based on 24 in-depth interviews was conducted to qualitatively explore the perceptions of service sector facing AI policymakers, AI consultants and academics (n = 12), as well as AI startups (founders, AI developers; n = 12). An inductive coding approach was used to identify and analyze the data. Findings – As part of a complex system, AI startups influence the SSD of the service sector in relation to other stakeholders’ contributions for the ethical deployment of AI. Four key factors influencing AI startups’ ability to contribute to the SSD of the service sector were identified: awareness of socioeconomic issues; fostering decent work; systematically applying ethics; and business model innovation. Practical implications – This study proposes measures for service sector AI startups to promote collaborative efforts and implement managerial practices that adapt to their available resources. Originality/value – This study develops original guidelines for startups that seek ethical development of beneficial AI in the service sector, building upon Ethics as a Service approach.