Artificial intelligence and change management in small and medium-sized enterprises: an analysis of dynamics within adaptation initiatives

Sara I C Lemos; Fernando A F Ferreira; Constantin Zopounidis; Emilios Galariotis; Neuza C M Q F Ferreira

doi:10.1007/s10479-022-05159-4

Artificial intelligence and change management in small and medium-sized enterprises: an analysis of dynamics within adaptation initiatives

Ann Oper Res. 2022 Dec 30:1-27. doi: 10.1007/s10479-022-05159-4. Online ahead of print.

Authors

Sara I C Lemos¹, Fernando A F Ferreira^{2

3}, Constantin Zopounidis^{4

5}, Emilios Galariotis⁵, Neuza C M Q F Ferreira⁶

Affiliations

¹ ISCTE Business School, University Institute of Lisbon, Avenida das Forças Armadas, 1649-026 Lisbon, Portugal.
² ISCTE Business School, BRU-IUL, University Institute of Lisbon, Avenida das Forças Armadas, 1649-026 Lisbon, Portugal.
³ Fogelman College of Business and Economics, University of Memphis, Memphis, TN 38152-3120 USA.
⁴ School of Production Engineering and Management, Technical University of Crete University Campus, 73100 Chania, Greece.
⁵ Department of Finance, Audencia Business School, 8 Route de la Jonelière, B. P. 31222, 44312 Nantes, Cedex 3, France.
⁶ NECE-UBI, Research Center for Business Sciences, University of Beira Interior, Estrada do Sineiro, 6200-209 Covilhã, Portugal.

Abstract

Given the increasingly significant role of small and medium-sized enterprises (SMEs) in the global economy and the ever more competitive markets in which these companies operate, SMEs' ability to adopt artificial intelligence (AI) technologies is of utmost importance. Due to constantly evolving social, environmental, and technological scenarios, the managers of these firms must increasingly focus on incorporating new tools such as AI into SME operations in order to enjoy their benefits. However, the subjectivity and complexity of this adaptation process makes integrated analyses of key factors challenging. The present study sought to develop a multi-criteria decision-support system that applies cognitive mapping and the decision-making trial and evaluation laboratory technique in a neutrosophic context. The main objective is to overcome the limitations of previous studies and models by structuring the decision problem and identifying and understanding which factors should be central to adaptation initiative analyses. A panel of experts in AI were recruited to facilitate the construction of an analysis system that takes into account indeterminacy in decision-making processes. The results were validated by both the panel members and project managers at COTEC Portugal-a leading think-and-action network that seeks to advance technology diffusion and business innovation cooperation. The proposed system's practical implications and benefits are also analyzed.

Keywords: Artificial intelligence; Cognitive mapping; Decision-MAking Trial and Evaluation Laboratory (DEMATEL); Neutrosophic logic; Small and medium-sized enterprise (SME).

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