The impact of big data analytics-driven artificial intelligence capabilities and organizational agility on service performance

Abstract

Due to technological advancements, organizations face immense pressure to stand out in a constantly evolving marketplace. Customers have become more discerning and expect products and services catering to their needs and preferences. To meet these changing demands, organizations need to
invest in their big data analytics-driven artificial intelligence capabilities. This study analyses the relationship between big data analytics-driven artificial intelligence capabilities, organizational agility, and their role in improving service performance. The dynamic capability view is used as a theoretical
framework to develop and test a theoretical model, along with associated hypotheses, using crosssectional survey data from 100 Dutch organizations. Partial least squares (PLS) structural equation modeling (SEM) is used to analyze the data. The research shows that big data analytics-driven artificial
intelligence capabilities positively impact organizational agility. Furthermore, it is shown that organizational agility fully mediates the positive influence of big data analytics-driven artificial intelligence capabilities on service performance. The research results support the theoretical model and contribute to the growing body of knowledge on the impact of digital developments on
organizations. The findings of this research can help organizations make informed decisions when investing in big data analytics-driven artificial intelligence.

Date of Award	2 Feb 2024
Original language	English
Supervisor	Rogier van de Wetering (Examiner) & Pien Walraven (Co-assessor)