AI implementation and organizational ambidexterity in the context of BPM: Polish service sector experience
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Abstract
The development of modern organizations is determined by the generation of a system state in which they will leverage the advancement of modern information and communication technologies (ICT). Artificial Intelligence (AI) stands out as a game changer in this regard. Concurrently, organizations striving for market dominance tend towards ambidexterity, i.e. balancing activities related to exploitation (genotypic operations) and the exploration of innovative areas generating added value. Therefore, a research challenge arises, aimed primarily at increasing the knowledge of ambidexterity and its various forms of achievement through the perspective on leveraging AI potential in the Business Process Management (BPM) context. This paper presents the results of a study conducted among 340 large and medium-sized service enterprises in Poland. The main objective of this research is to identify the characteristics of service enterprises associated with the maturity level of AI implementation, including examining the importance of the ambidexterity approach. The study indicates the potential of implementing the ambidexterity concept balancing exploitative and explorative BPM in association with the level of AI implementation. Research methods include literature review, survey, and statistical analyses (correlation analysis, classification tree). The enterprises surveyed varied greatly in the level of AI implementation maturity. Among the enterprise characteristics available in the study, ambidexterity and its forms turned out to be the most important factors associated with AI implementation maturity. This research contributes to the advancement of management theory by providing an integrative view of the role of artificial intelligence in achieving ambidexterity in organization.
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