Marzullo, Marialuisa (2020) A service view of “smart” ACAP: the IBM Watson case. [Tesi di dottorato]


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Item Type: Tesi di dottorato
Resource language: English
Title: A service view of “smart” ACAP: the IBM Watson case
Date: 2020
Number of Pages: 152
Institution: Università degli Studi di Napoli Federico II
Department: Economia, Management e Istituzioni
Dottorato: Management
Ciclo di dottorato: 32
Coordinatore del Corso di dottorato:
Date: 2020
Number of Pages: 152
Keywords: Smart technologies, service innovation, ACAP, value co-creation practice
Settori scientifico-disciplinari del MIUR: Area 13 - Scienze economiche e statistiche > SECS-P/08 - Economia e gestione delle imprese
Date Deposited: 14 Oct 2020 11:44
Last Modified: 05 Nov 2021 11:52

Collection description

Smart technologies exert a direct influence on knowing and learning abilities by facilitating the transfer of knowledge (Iyengar, Sweeney, & Montealegre, 2015), reducing the efforts needed to identify, assimilate and use new knowledge internally (Carlo, Lyytinen, & Rose, 2012). My research aims to analyse the impact of smart Technologies on knowledge-based skills, such as absorption capacity (ACAP) and how the evolution of "smart" ACAP affects value co-creation practices. The study starts from a systematic literature review (SLR) as its methodology, in parallel with the empirical research, based on the artificial intelligence system called IBM Watson. The resulting empirical research based on IBM Watson highlighted the themes evolution of learning and knowing in service science. Consequently, the bibliometric method has been used to enhance the contribution of the SLR focused on learning, knowing, and service research, by an objective assessment of scientific literature, by increasing the rigor, and by alleviating researcher bias (Zupic, 2015). The applied methodology elicited a series of first- and second-order categories, linked to the features of the ACAP and the related changes that IBM Watson enabled. A further level of abstraction allowed me to identify four themes associated with co-creation practices: (1) Dialoguing, (2) Understanding, (3) Creating, and (4) Enabling.


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