AI-empowered KM processes for decision-making: empirical evidence from worldwide organisations
Open accessAbstract
Purpose: This paper aims to provide empirical evidence on adopting artificial intelligence (AI), including generative AI, in knowledge management (KM) processes and its impact on organisational decision-making. Specifically, the study addresses three key research questions: RQ1: How is (generative) AI adopted within KM processes in organisations? RQ2: What factors influence the adoption of AI in these processes, either facilitating or inhibiting it? RQ3: How does AI adoption in KM processes affect organisational decision-making? Design/methodology/approach: An explorative investigation has been conducted through semi-structured interviews with KM and AI experts from a worldwide sample of 52 mostly private, large and for-profit organisations. Interviews have been analysed through a mixed thematic analysis. Findings: The study provides an original framework in which the three investigated concepts are interconnected according to a dual relationship: linear and retroactive and 20 factors affecting AI adoption within KM processes. Practical implications: The provided model guides managers in improving their organisational decision-making through AI adoption in KM processes. Moreover, according to the rational decision-making model, the authors propose a six-step systematic procedure for managers. Originality/value: To the best of the authors’ knowledge, this is the first study that simultaneously addresses AI, KM and decision-making and provides an integrated framework showing the relationships between them, allowing organisations to better and practically understand how to ameliorate their decision-making through AI adoption in KM processes.
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Cites
Using thematic analysis in psychology
Braun, V., & Clarke, V. (2006) · Qualitative Research in Psychology · doi:10.1191/1478088706qp063oa · Cited by 194,414 · see citing works
How Many Interviews Are Enough?: An Experiment with Data Saturation and Variability
Guest, G., Bunce, A., & Johnson, L. (2006) · Field Methods · doi:10.1177/1525822x05279903 · Cited by 20,808 · see citing works
Organizational Learning: A Theory of Action Perspective
Argyris, C., & Schön, D. A. (1997) · Reis · doi:10.2307/40183951 · Cited by 11,113 · see citing works
Clarke, V., & Braun, V. (2017) · The Journal of Positive Psychology · doi:10.1080/17439760.2016.1262613 · Cited by 6,543 · see citing works
Dwivedi, Y. K., Hughes, L., Ismagilova, E., Aarts, G., Coombs, C., Crick, T., Duan, Y., Dwivedi, R., Edwards, J., Eirug, A., et al. (2021) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2019.08.002 · Cited by 4,611 · see citing works
A model for types and levels of human interaction with automation
Parasuraman, R., Sheridan, T. B., & Wickens, C. D. (2000) · IEEE Transactions on Systems, Man, and Cybernetics - Part A: Systems and Humans · doi:10.1109/3468.844354 · Cited by 4,195 · see citing works
Haenlein, M., & Kaplan, A. (2019) · California Management Review · doi:10.1177/0008125619864925 · Cited by 2,655 · see citing works
Duan, Y., Edwards, J. S., & Dwivedi, Y. K. (2019) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2019.01.021 · Cited by 2,628 · see citing works
Qualitative research: deductive and inductive approaches to data analysis
Azungah, T. (2018) · Qualitative Research Journal · doi:10.1108/qrj-d-18-00035 · Cited by 1,262 · see citing works
Budhwar, P., Chowdhury, S., Wood, G., Aguinis, H., Bamber, G. J., Beltran, J. R., Boselie, P., Lee Cooke, F., Decker, S., DeNisi, A., et al. (2023) · Human Resource Management Journal · doi:10.1111/1748-8583.12524 · Cited by 908 · see citing works
Rise of Machine Agency: A Framework for Studying the Psychology of Human–AI Interaction (HAII)
Sundar, S. S. (2020) · Journal of Computer-Mediated Communication · doi:10.1093/jcmc/zmz026 · Cited by 871 · see citing works
Brock, J. K.-U., & von Wangenheim, F. (2019) · California Management Review · doi:10.1177/1536504219865226 · Cited by 622 · see citing works
Cao, G., Duan, Y., Edwards, J. S., & Dwivedi, Y. K. (2021) · Technovation · doi:10.1016/j.technovation.2021.102312 · Cited by 571 · see citing works
Knowledge management and its link to artificial intelligence
Liebowitz, J. (2001) · Expert Systems with Applications · doi:10.1016/s0957-4174(00)00044-0 · Cited by 351 · see citing works
Kinkel, S., Baumgartner, M., & Cherubini, E. (2022) · Technovation · doi:10.1016/j.technovation.2021.102375 · Cited by 316 · see citing works
Human-machine collaboration in managerial decision making
Haesevoets, T., De Cremer, D., Dierckx, K., & Van Hiel, A. (2021) · Computers in Human Behavior · doi:10.1016/j.chb.2021.106730 · Cited by 280 · see citing works
Metcalf, L., Askay, D. A., & Rosenberg, L. B. (2019) · California Management Review · doi:10.1177/0008125619862256 · Cited by 197 · see citing works
Flagged first, then by citations
Cited by
Sorted by citations
Gelashvili-Luik, T., Vihma, P., & Pappel, I. (2025) · Frontiers in Artificial Intelligence · doi:10.3389/frai.2025.1595930 · Cited by 30 · see citing works
K.V., A., Bolar, K., & Nambiar, B. (2026) · Knowledge Management Research & Practice · doi:10.1080/14778238.2026.2631088
- Authors
- Leoni, L., Gueli, G., Ardolino, M., Panizzon, M., & Gupta, S.
- Affiliations
- University of Rome Tor Vergata (IT)
- InfoCert Department of International and Strategic Programs Governance, , Rome,
- University of Brescia (IT)
- Universidade de Caxias do Sul (BR)
- NEOMA Business School (FR)
- Corresponding author
- Ardolino, Marco
- Venue
- Journal of Knowledge Management
- Publisher
- Emerald
- Published
- 2024-11-18
- Volume
- 28
- Issue
- 11
- Pages
- 320-347
- ISSN
- 1367-3270 (ISSN-L)
- 1758-7484
- OpenAlex
- W4404505681
- Cited by
- 93
- References
- 17
- Citations by year
- 2026: 71 · 2025: 22
- FWCI
- 28.33
- Type
- journal article
- Language
- en
- Open access
- hybrid
- doi.org
- Locations
- Journal of Knowledge Management (publishedVersion, cc-by)
- Cineca Institutional Research Information System (Tor Vergata University) (submittedVersion, cc-by)
- Institutional Research Information System (Università degli Studi di Brescia) (submittedVersion, cc-by-nc-nd)
- Topics
- Social Sciences › Decision Sciences › Management Science and Operations Research › Knowledge Management and Technology
- Physical Sciences › Computer Science › Artificial Intelligence › Artificial Intelligence Applications
- Social Sciences › Decision Sciences › Management Science and Operations Research › Impact of AI and Big Data on Business and Society
- Keywords
- artificial intelligence adoption, generative AI, knowledge management processes, organizational decision-making, rational decision-making model, AI adoption factors, AI adoption barriers, decision procedures
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
