Jesocin : Journal of Jabar Economic Society Networking Forum
Vol. 2 No. 7 (2025): Jesocin : July

HUMAN-AI COLLABORATION FOR RESPONSIBLE SERVICE INNOVATION: A GOVERNANCE FRAMEWORK FOR MSME LEARNING, OVERSIGHT, AND CUSTOMER VALUE

Endang Ruchiyat (STIE Ekuitas Bandung)
Ijang Faisal (Universitas Muhammadiyah Bandung)



Article Info

Publish Date
01 Jul 2025

Abstract

This conceptual and integrative review develops a framework for human-AI collaboration in micro, small, and medium enterprises. It addresses the problem that AI tools can widen MSME analytical and service capacity, yet uncritical adoption may introduce opaque errors, privacy exposure, skill erosion, and customer distrust. Drawing on the resource-based view, dynamic capabilities, organizational learning, absorptive capacity, social capital, and resilience, the paper explains how task-appropriate augmentation, human review, data minimization, explainability, continuous capability development can be organized as mutually reinforcing routines. The proposed pathway moves from problem diagnosis and capability mapping to bounded experimentation, evidence review, resource reconfiguration, and learning retention. No primary survey, interview, experimental, administrative, or statistical data are claimed. The framework links these mechanisms to service quality, responsible innovation, employee learning, customer value, controlled scalability and identifies managerial, institutional, and research implications suitable for resource-constrained enterprises.

Copyrights © 2025






Journal Info

Abbrev

jesocin

Publisher

Subject

Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Library & Information Science

Description

JESOCIN as a dynamic journal in the field of "Journal of Economics, Accounting, Business, Management, Engineering and Society", is proud to accept submissions of articles relevant to such a broad scope of research. We invite researchers, academics, and practitioners to contribute with their original ...