Agentic AI Readiness and Sustainable Service Performance in Digital Retailers

Amelia Syifa Isfahan; Diana Puspitasari

doi:10.69725/jebi.v2i4.320

Authors

Amelia Syifa Isfahan Department of Management, Faculty of Economics and Business, Universitas Dian Nuswantoro, Semarang, Indonesia, 50131
Diana Puspitasari Department of Management, Faculty of Economics and Business, Universitas Dian Nuswantoro, Kota Semarang, Indonesia, 50131

DOI:

https://doi.org/10.69725/jebi.v2i4.320

Keywords:

Agentic artificial intelligence, Operational agility, Sustainable service performance, Digital retail; Data analytics

Abstract

Purpose: This study explore how digital and artificial intelligence (AI)based organisational capabilities relate to sustainable service performance in digital retail companies, via operational agility mechanisms.

Method: This paper adopted a quantitative research methodology with survey data collected from digital retailers' managers and with the help of partial least squares approach to structural modeling.

Findings: The results demonstrate that the use of customer analytics, data quality capability, and process digitization are directly as well as positively associated with sustainable service performance through operational agility. This is a key factor in the successful translation of digital strengths into better service results, which requires agility for operational and processes change and to make quick decisions. By contrast, the influence of agentic artificial intelligence capability on service performance is not statistically significant, suggesting that high-level AI technologies are not enough to create value unless well-integrated into the organization. Additionally, data governance maturity does not enhance the relationship between operational agility and service performance, indicating that governance is mostly an enabler infrastructure rather than a performance enhancer.

Novelty: Our contribution to the literature is therefore three-fold in unpacking artificial intelligence capability, analytics use and process digitization from a single resource-based dynamic capabilities perspective, while providing nuanced evidence within the digital retail context.

Implications: Findings empirically contribute to strategic managerial recommendation that managers need to prioritize agility based digital investments, and theoretically how service performance sustainability develops line of the orchestration of data, technology, and operational capabilities in dynamic markets.

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Author Biographies

Amelia Syifa Isfahan, Department of Management, Faculty of Economics and Business, Universitas Dian Nuswantoro, Semarang, Indonesia, 50131

Amelia Syifa Isfahan is an undergraduate researcher in the Management program, Faculty of Economics and Business, Universitas Dian Nuswantoro, Semarang, Indonesia. Her research interests focus on agentic artificial intelligence readiness, digital transformation, and data-driven decision-making in business organizations. She actively engages in empirical research related to technology-enabled organizational performance and sustainable service strategies. Her academic work reflects a growing interest in integrating artificial intelligence capabilities with managerial and operational perspectives in emerging market contexts.
Diana Puspitasari, Department of Management, Faculty of Economics and Business, Universitas Dian Nuswantoro, Kota Semarang, Indonesia, 50131

Diana Puspitasari, S.E., M.M. is a lecturer in the Department of Management, Faculty of Economics and Business, Universitas Dian Nuswantoro, Indonesia. Her academic expertise includes financial management, macroeconomic policy analysis, and applied econometrics. She has published in nationally and internationally indexed journals and actively supervises research in monetary economics and financial risk management. Her research emphasizes the integration of macroeconomic theory with empirical analysis to support evidence-based policy and managerial decision-making.

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