People with disabilities and Meta Humans: A review-based research note for transformative service researchers

Abstract

The rapid development of Meta Humans, i.e. Artificial Intelligence-based virtual assistants, has expanded transformative services opportunities for people with disabilities. This research note adopts a narrative literature review to explore how Meta Humans can enhance service experiences and wellbeing, while identifying opportunities and challenges in inclusive service contexts. This review scrutinized a total of 58 publications (N = 58) and identified three interrelated themes: (1) the application and impact of Meta Humans for people with disabilities, (2) the role of Meta Humans in transforming wellbeing and service experiences for people with disabilities, and (3) privacy, trust, ethics and inclusiveness of services by Meta Humans. Building on this background, this article proposes future Transformative Service Research directions relating to Meta Humans serving people with disabilities. It aims to stimulate academic discussion on how Meta Humans can advance digital inclusion and social participation and provide theoretical guidance for ethical policy formulation.