Exploring the Organizational Readiness for AI Automotive After-Sales Services: A Systematic Literature Review

This report conducts a systematic literature review exploring the organizational readiness for AI including framework or model used in previous studies, the factors or components contribute for AI readiness and sectors that have been the focus of research on organizational readiness for AI.Datasets including journal articles have been retrieved from online databases in the period of 2014 to 2024.The study attempts to explore how systematic literature review was conducted and to answer the research question in this study by collecting, reviewing and synthesizing studies that related to AI and organizational readiness context.From trending topic of AI in 2016 to 2023, AI being the most frequent topic indicates its central role in current research within the automotive industry.But in the context of after-sales service in the automotive industry, the domain is not thoroughly explored in the context of AI.For the review protocol established in this study, which integrated into two stages, we identified 78 studies related to AI in organizations context.The results show that the studies addressing AI in organizational context was gradually increased from year 2022 to 2023.We observed that TOE is the most framework used in scholars for AI readiness in organizations.This study also reveals the top components of AI readiness such as leadership, HR roles, top management support and education and training are being explored.Despite many sectors that have been the focus of research on organizational readiness for AI, automotive after-sales sector is still infancy in the scholarly research.