Perceptions of Artificial Intelligence Business Value in a Value Network

Artificial Intelligence (AI) continues to attract the interest of researchers and practitioners alike. Despite this interest, organisations face challenges in realising business value from AI. Studies have addressed this from either a resource and capabilities possession perspective or an action perspective. Yet, AI services are frequently provided in value networks, where stakeholders’ relationships are critical for realising value. In this study, we focus on relational aspects and investigate the stakeholders’ perceptions of the AI business value within a value network. Drawing on an empirically rich case study, we demonstrate the multifaceted and dynamic nature of AI business value. Specifically, we identify the dimensions of AI business value as expressed by the various stakeholders and show how they manifest in various configurations. The findings highlight the importance of considering the relational aspects and the partnership modes for understanding and realising AI business value and its manifestations.