A framework for AI-powered service innovation capability: Review and agenda for future research

被引：83
作者：
Akter, Shahriar [1 ]
Hossain, Md Afnan [1 ]
Sajib, Shahriar [2 ]
Sultana, Saida [1 ]
Rahman, Mahfuzur [3 ]
Vrontis, Demetris [4 ,5 ]
McCarthy, Grace [1 ]
机构：
[1] Univ Wollongong, Sch Business, Wollongong, NSW 2522, Australia
[2] Univ Technol Sydney, UTS Business Sch, Ultimo, NSW 2007, Australia
[3] Univ Lincoln, Lincoln Int Business Sch, Lincoln LN5 7AT, England
[4] Univ Nicosia, Sch Business, Dept Management, CY-1700 Nicosia, Cyprus
[5] S P Jain Sch Global Management, Dubai Campus, Dubai, U Arab Emirates
来源：
TECHNOVATION | 2023年 / 125卷
关键词：
AI-Powered service innovation; Innovation capability; AI market Capability; AI infrastructure Capability; AI management Capability; AI ethics; Organizational agility; Sustainable competitive advantage; BIG DATA ANALYTICS; DYNAMIC CAPABILITIES; ARTIFICIAL-INTELLIGENCE; FIRM PERFORMANCE; CO-CREATION; COMPETITIVE ADVANTAGE; INDUSTRY; 4.0; MANAGEMENT; AGILITY; PRODUCT;
D O I：
10.1016/j.technovation.2023.102768
中图分类号：
T [工业技术];
学科分类号：
08 ;
摘要：
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 Revo-lution. 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 organiza-tional agility and competitive advantage.
引用
收藏
页数：17
相关论文
共 228 条
[1]  
ABERNATHY WJ, 1978, TECHNOL REV, V80, P40
[2]   INNOVATION - MAPPING THE WINDS OF CREATIVE DESTRUCTION [J].
ABERNATHY, WJ ;
CLARK, KB .
RESEARCH POLICY, 1985, 14 (01) :3-22
[3]   Dynamic Capability Building in Service Value Networks for Achieving Service Innovation [J].
Agarwal, Renu ;
Selen, Willem .
DECISION SCIENCES, 2009, 40 (03) :431-475
[4]   Market segmentation and travel choice prediction in Spa hotels through TripAdvisor's online reviews [J].
Ahani, Ali ;
Nilashi, Mehrbakhsh ;
Ibrahim, Othman ;
Sanzogni, Louis ;
Weaven, Scott .
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT, 2019, 80 :52-77
[5]   Artificial intelligence with multi-functional machine learning platform development for better healthcare and precision medicine [J].
Ahmed, Zeeshan ;
Mohamed, Khalid ;
Zeeshan, Saman ;
Dong, Xinqi .
DATABASE-THE JOURNAL OF BIOLOGICAL DATABASES AND CURATION, 2020,
[6]   How to Build an AI Climate-Driven Service Analytics Capability for Innovation and Performance in Industrial Markets? [J].
Akter, Shahriar ;
Wamba, Samuel Fosso ;
Mariani, Marcello ;
Hani, Umme .
INDUSTRIAL MARKETING MANAGEMENT, 2021, 97 :258-273
[7]   Algorithmic bias in data-driven innovation in the age of AI [J].
Akter, Shahriar ;
McCarthy, Grace ;
Sajib, Shahriar ;
Michael, Katina ;
Dwivedi, Yogesh K. ;
D'Ambra, John ;
Shen, K. N. .
INTERNATIONAL JOURNAL OF INFORMATION MANAGEMENT, 2021, 60 (60)
[8]   Big data-driven strategic orientation in international marketing [J].
Akter, Shahriar ;
Hossain, Md Afnan ;
Lu, Qiang ;
Shams, S. M. Riad .
INTERNATIONAL MARKETING REVIEW, 2021, 38 (05) :927-947
[9]   Reshaping competitive advantages with analytics capabilities in service systems [J].
Akter, Shahriar ;
Gunasekaran, Angappa ;
Wamba, Samuel Fosso ;
Babu, Mujahid Mohiuddin ;
Hani, Umme .
TECHNOLOGICAL FORECASTING AND SOCIAL CHANGE, 2020, 159
[10]   Transforming business using digital innovations: the application of AI, blockchain, cloud and data analytics [J].
Akter, Shahriar ;
Michael, Katina ;
Uddin, Muhammad Rajib ;
McCarthy, Grace ;
Rahman, Mahfuzur .
ANNALS OF OPERATIONS RESEARCH, 2022, 308 (1-2) :7-39
12345678910