Empowering SMEs: The Role of Generative AI in Knowledge Retention

Haiat Perozzo (), Aurelio Ravarini (), Mauro Junior Dia Perozzo (), Cesare Roncari () and Emanuele Strada ()
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Haiat Perozzo: LIUC – Cattaneo University
Aurelio Ravarini: LIUC – Cattaneo University
Mauro Junior Dia Perozzo: LIUC – Cattaneo University
Cesare Roncari: LIUC – Cattaneo University
Emanuele Strada: LIUC – Cattaneo University

A chapter in Technology-Driven Transformation, 2025, pp 333-347 from Springer

Abstract: Abstract This study offers a comprehensive understanding of Generative AI’s role in knowledge management and knowledge retention within SMEs, proposing a robust framework that integrates social and technical factors to promote continuous learning and innovation. Despite substantial research on the general impact of AI on knowledge management, there is a notable scarcity of literature focusing specifically on Generative AI and its role in enhancing knowledge retention in SMEs. This gap is critical, given SMEs’ unique challenges, such as limited resources and high employee turnover rates. The research question guiding this study is: “To what extent does Generative AI impact knowledge retention in SMEs?”. The article employs a socio-technical systems framework to analyze the variables influencing knowledge sharing, emphasizing the interplay between individual motivation, organizational support and culture, and technological capability. This approach is complemented by the concept of human-centric digital technology, which focuses on enhancing human capabilities and experiences through technology. Generative AI enhances knowledge management practices by automating processes, analyzing large datasets, and generating new content, thus improving the efficiency and quality of knowledge sharing. It also reduces the administrative burden on employees, fosters a collaborative culture, and provides personalized feedback, thereby increasing individual motivation for knowledge sharing. Furthermore, Generative AI can address the inherent challenges SMEs face in knowledge retention by making critical knowledge easily accessible, reducing the learning curve for new employees, and maintaining operational efficiency. However, it is crucial to manage employees’ perceptions of Generative AI to avoid resistance or sabotage due to fears of redundancy.

Keywords: SMEs; Knowledge retention; Generative AI (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:lnichp:978-3-032-01396-5_20

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DOI: 10.1007/978-3-032-01396-5_20

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