TY - JOUR
T1 - A framework for AI-powered service innovation capability
T2 - Review and agenda for future research
AU - Akter, Shahriar
AU - Hossain, Md Afnan
AU - Sajib, Shahriar
AU - Sultana, Saida
AU - Rahman, Mahfuzur
AU - Vrontis, Demetris
AU - McCarthy, Grace
N1 - Funding Information:
Shahriar Akter is a Professor of Analytics & Innovation at the School of Business, University of Wollongong, Australia. He was awarded his PhD from the University of New South Wales (UNSW) Business School Australia, with a doctoral fellowship from the University of Oxford. He has published in leading business and management journals with a Google Scholar h-Index of 44 and around 13,000 citations. He has been recognized as one of the top researchers in Australia in 2021 & 2022 by the Australian for his ongoing business analytics research covering the field of marketing and strategic management.
Funding Information:
Mahfuzur Rahman is an associate Professor at Lincoln International Business School, University of Lincoln, UK. His current academic and research interests are in the area of sustainability and innovation with a focus on emerging markets. Dr Rahman is also an Academic Adviser to the Commonwealth Scholarship Commission, UK. His research projects (as Principal Investigator/Co-Investigator) and Scholarships (as Supervisor) are funded by the Commonwealth Commission, Government of Bangladesh, British Council, Government of Ghana and UNIDO. He is an active team member of the University of Lincoln UNESCO Chair on Responsible Foresight for Sustainable Development.
Publisher Copyright:
© 2023 Elsevier Ltd
PY - 2023/7
Y1 - 2023/7
N2 - Artificial intelligence (AI)-powered service innovation (e.g., OpenAI's ChatGPT, Google's Bard and Microsoft's Sydney) has become one of the most significant determinants of firms' success in the Fourth Industrial Revolution. However, extant studies on this topic show that research studies hitherto have been ad-hoc, lacking a conceptual framework for the strategic management of AI-powered service innovation capability in dynamic markets. Thus, this study synthesises the current body of knowledge, proposes a framework, and develops an agenda to advance our knowledge. The findings reveal: (1) AI-market capability relates to customer orientation, industry orientation, and cross-functional orientation; (2) AI-infrastructure capability relates to data, business models, and ecosystem; and (3) AI-management capability relates to AI-orientation, organisational learning, and AI ethics which are crucial determinants of forming AI-powered service innovation capability. These capabilities for the strategic management of AI-powered service innovations play an essential role in achieving organizational agility and competitive advantage.
AB - Artificial intelligence (AI)-powered service innovation (e.g., OpenAI's ChatGPT, Google's Bard and Microsoft's Sydney) has become one of the most significant determinants of firms' success in the Fourth Industrial Revolution. However, extant studies on this topic show that research studies hitherto have been ad-hoc, lacking a conceptual framework for the strategic management of AI-powered service innovation capability in dynamic markets. Thus, this study synthesises the current body of knowledge, proposes a framework, and develops an agenda to advance our knowledge. The findings reveal: (1) AI-market capability relates to customer orientation, industry orientation, and cross-functional orientation; (2) AI-infrastructure capability relates to data, business models, and ecosystem; and (3) AI-management capability relates to AI-orientation, organisational learning, and AI ethics which are crucial determinants of forming AI-powered service innovation capability. These capabilities for the strategic management of AI-powered service innovations play an essential role in achieving organizational agility and competitive advantage.
KW - AI ethics
KW - AI infrastructure Capability
KW - AI management Capability
KW - AI market Capability
KW - AI-Powered service innovation
KW - Innovation capability
KW - Organizational agility
KW - Sustainable competitive advantage
UR - http://www.scopus.com/inward/record.url?scp=85159151520&partnerID=8YFLogxK
U2 - 10.1016/j.technovation.2023.102768
DO - 10.1016/j.technovation.2023.102768
M3 - Article
AN - SCOPUS:85159151520
SN - 0166-4972
VL - 125
JO - Technovation
JF - Technovation
M1 - 102768
ER -
