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- W3187677729 abstract "AI climate-driven service analytics capability has been anecdotally argued as a viable strategy to enhance service innovation and market performance in B2B markets. While AI climate refers to the shared perceptions of policies, procedures, and practices to support AI initiatives, cognitive service analytics capability refers to the analytical insights driven by AI climate and augmented by both machines and humans to make marketing decisions. However, there is limited knowledge on the antecedents of such analytics capabilities and their overall effects on service innovation and market performance. Drawing on service analytics literature and the microfoundations of dynamic capability theory, this study fills this research gap using in-depth interviews (n = 30) and a survey (n = 276) of service analytics managers within the AI climate in Australia. The findings confirm the five microfoundations of cognitive service analytics capabilities (cognitive technology, cognitive information, cognitive problem solving, cognitive knowledge & skills, cognitive training & development). The findings also highlight the significant mediating effect of service innovation in the relationship between analytics climate and market performance and cognitive service analytics capability and market performance." @default.
- W3187677729 created "2021-08-16" @default.
- W3187677729 creator A5017644589 @default.
- W3187677729 creator A5035826473 @default.
- W3187677729 creator A5061026797 @default.
- W3187677729 creator A5091139102 @default.
- W3187677729 date "2021-08-01" @default.
- W3187677729 modified "2023-10-12" @default.
- W3187677729 title "How to Build an AI Climate-Driven Service Analytics Capability for Innovation and Performance in Industrial Markets?" @default.
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