AI Chatbot Adoption in SMEs for Sustainable Manufacturing Supply Chain Performance: A Mediational Research in an Emerging Country

Rashmi Ranjan Panigrahi, Avinash K. Shrivastava (), Karishma M. Qureshi, Bhavesh G. Mewada, Saleh Yahya Alghamdi, Naif Almakayeel, Ali Saeed Almuflih and Mohamed Rafik N. Qureshi
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Rashmi Ranjan Panigrahi: GITAM School of Business, GITAM (Deemed to Be University), Visakhapatnam 530045, India
Avinash K. Shrivastava: International Management Institute Kolkata, Kolkata 700027, India
Karishma M. Qureshi: Department of Mechanical Engineering, Parul Institute of Technology, Parul University, Waghodia 391760, India
Bhavesh G. Mewada: Department of Mechanical Engineering, Parul Institute of Technology, Parul University, Waghodia 391760, India
Saleh Yahya Alghamdi: Department of Industrial Engineering, College of Engineering, King Khalid University, Abha 61421, Saudi Arabia
Naif Almakayeel: Department of Industrial Engineering, College of Engineering, King Khalid University, Abha 61421, Saudi Arabia
Ali Saeed Almuflih: Department of Industrial Engineering, College of Engineering, King Khalid University, Abha 61421, Saudi Arabia
Mohamed Rafik N. Qureshi: Department of Industrial Engineering, College of Engineering, King Khalid University, Abha 61421, Saudi Arabia

Sustainability, 2023, vol. 15, issue 18, 1-18

Abstract: AI chatbots (AICs) have the potential to increase the sustainability of a manufacturing supply chain (SC) through sales engagement and customer engagement to accomplish various activities related to logistics and SC in real time. Industry 4.0 (I4.0) has opened up several opportunities with internet-based technologies, along with challenges for small and medium enterprises (SMEs). SMEs are beginning to adopt such technologies for their competitive advantages and the required sustainability in the manufacturing supply chain. AICs may help in accomplishing supply chain visibility (SCV) to enhance sustainable supply chain performance (SSCP). Innovation capability (IC) is also due to disruptive technologies being adopted by SMEs. The present research investigates the role of AICs in SCV and IC, which lead to SSCP, by employing structural equation modeling (SEM). An empirical study based on dynamic capability (DC) theory was carried out using 246 responses, and later Smart PLS-4.0 was used for SEM. The analysis revealed that AICs positively influence SCV and IC to support SSCP. SCV and IC also partially mediate the relationship between the adoption of AICs and SSCP.

Keywords: artificial intelligence chatbot; emerging country; innovative capability; small and medium enterprises; supply chain visibility; sustainable supply chain performances; manufacturing sustainability (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (6)

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