Proceedings of the International Conference on Intelligent Data Analysis and Applications (IDAA 2025)

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Influence of AI-Enhanced Customer Insights on Service Innovation: Mediating Role of Knowledge Management in Bangladeshi Service Firms

Authors
Md Mehedi Hasan Emon1, *, Most. Sharmin Ara Chowdhury2, Kh. Mustafizur Rahman3, Mohammad Shariful Islam4, Mowdud Ahmed5, Mumtahina Chowdhury6
1American International University-Bangladesh, Dhaka, Bangladesh
2Uttara University, Dhaka, Bangladesh
3World University of Bangladesh, Dhaka, Bangladesh
4University of Wollongong (UoW), Wollongong, Australia
5Westcliff University, Irvine, USA
6World University of Bangladesh, Dhaka, Bangladesh
*Corresponding author. Email: emonmd.mhasan@gmail.com
Corresponding Author
Md Mehedi Hasan Emon
Available Online 8 June 2026.
DOI
10.2991/978-94-6239-664-7_98How to use a DOI?
Keywords
AI-Enhanced Customer Insights; Service Innovation; Knowledge Management; Data Analytics Capability; Employee Competence; IT Infrastructure; Bangladeshi Service Firms
Abstract

This research explored on how AI-based customer insights affect SI in Bangladeshi service organizations with the mediating role of KM. The study is based on the KBV and examines the effect of organizational capabilities, DAC, EC, ITI, and LS, on SI. Through purposive sampling, a quantitative method was employed to gather data on the 314 managers, team leaders and employees in banks, telecommunication, education, and medical sectors. The relationships between the variables were analyzed by using PLS-SEM. It has been found that DAC, EC, ITI, and LS have a positive impact on SI, whereas KM partially mediates the impacts of DAC, ITI, and LS, which shows its subtle influence in the conversion of organizational resources into innovative results. In practice, the findings stress the importance of firms combining technological, human, and managerial resources and managing knowledge in a systematic manner to maximize innovation. The study has theoretical value by expanding KBV to the emerging economy and providing empirical data about the ability to leverage AI and KM to increase SI.

Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the International Conference on Intelligent Data Analysis and Applications (IDAA 2025)
Series
Advances in Intelligent Systems Research
Publication Date
8 June 2026
ISBN
978-94-6239-664-7
ISSN
1951-6851
DOI
10.2991/978-94-6239-664-7_98How to use a DOI?
Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Md Mehedi Hasan Emon
AU  - Most. Sharmin Ara Chowdhury
AU  - Kh. Mustafizur Rahman
AU  - Mohammad Shariful Islam
AU  - Mowdud Ahmed
AU  - Mumtahina Chowdhury
PY  - 2026
DA  - 2026/06/08
TI  - Influence of AI-Enhanced Customer Insights on Service Innovation: Mediating Role of Knowledge Management in Bangladeshi Service Firms
BT  - Proceedings of the International Conference on Intelligent Data Analysis and Applications (IDAA 2025)
PB  - Atlantis Press
SP  - 1453
EP  - 1468
SN  - 1951-6851
UR  - https://doi.org/10.2991/978-94-6239-664-7_98
DO  - 10.2991/978-94-6239-664-7_98
ID  - Emon2026
ER  -