Advancing Quality Management: Towards Artificial Intelligence capabilities to improve digital service quality
Advancing Quality Management: Towards Artificial Intelligence capabilities to improve digital service quality
Purpose: In the competitive landscape of small and medium-sized enterprises (SMEs), the integration of artificial intelligence (AI) functions has emerged as a pivotal strategy to enhance customer service objectives. This study focuses on identifying AI functions that contribute to the improvement of digital service quality through a systematic content screening process, integrating concepts of quality management.
Design/methodology/approach: Employing a case study methodology aligned with the Critical Appraisal Skills Programme (CASP), the research delves into comprehensive aspects of AI functions impacting digital service quality. In collaboration with 12 management science experts, relevant research is categorized and evaluated, leading to the identification of dimensions within a multidimensional theoretical framework through content screening.
Findings: The findings, based on 18 selected studies, unveil four categories, eight components, and 34 conceptual themes encapsulated within an eight-dimensional theoretical framework. Furthermore, utilizing a system model grounded in input, process, output, and feedback, the study underscores the necessity for SMEs to strengthen individual and team capabilities to align with AI needs at the input stage. This enhancement enables these enterprises to attain maturity levels through information systems in the process stage, thereby fostering outputs such as social and competitive functions of AI development to enhance digital service quality.
Originality/value: This study improves the current understanding of Artificial Intelligence Capabilities to Digital Service Quality by A systematic review of theoretical literature, integrating concepts of quality management. Because the gap in existing theories has prevented the presentation of an integrated theoretical framework in this field. Therefore, this study can help to better understand the functions of Artificial Intelligence (AI) to improve Digital Service Quality.
Artificial Intelligence Functions, Digital Servitization, Service Quality, Quality Management
