Towards the role of smart services as well as AI in building and enhancing entrepreneurial resilience in small and medium-sized service companies

Abstract

The aim of this paper is to provide practitioners and consultants with guidelines for enhancing organizational resilience in small and medium-sized businesses. It describes the actions an organization could perform and what goals should be pursued in order to successfully respond to potential threats. Design/methodology/approach – The paper builds on existing research on organizational resilience as well as the resilience of complex systems and the theories established there. By linking these research areas, it describes an adapted framework that considers the use of artificial intelligence and the provision of smart services in service companies. In addition, the paper illustrates the practicality of the framework by applying it to a small brick-and-mortar retail business.Findings – This paper proposes the use of a structured approach and methods such as stress testing and simulations to increase organizational resilience. It suggests that using artificial intelligence as well as offering smart services can have a positive impact on the resilience of a small and medium sized business.Originality/value – The paper contributes to the better applicability of measures aimed at increasing organizational resilience by suggesting a structured approach as well as appropriate avenues for action.Keywords: Organizational Resilience, Complex Systems, Smart Services, Artificial Intelligence