Social impact creation with GenAI in small- and medium enterprises in healthcare

Purpose This research aims to develop a framework enabling small- and medium-sized enterprises (SMEs) in healthcare as resource-constrained organizations to create social impact with the integration of generative artificial intelligence (GenAI) in their service ecosystem. Design/methodology/approach For developing the GenAI social impact framework, this research relies upon a systematic review of academic articles and business and policy publications and collaboration with healthcare SME experts. Findings As integrating GenAI-enabled services in the healthcare ecosystem comes with well-being opportunities and risks for different stakeholders, SMEs benefit from (1) identifying their resource constraints in relation to social impact creation, (2) exploring in what areas GenAI applications can alleviate these resource constraints to create social impact, and (3) implementing GenAI applications for social impact creation at the level of the service ecosystem. Originality/value With this study’s GenAI social impact framework, the authors strive to foster responsible use of GenAI in SMEs in the healthcare sector.