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Automation from the perspective of modern services sector in Poland

Sobotka Bartosz, Leoniak Krzysztof Jan, Muda Rafał, Hamerski Damian, Kędra Michał

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2023

z. 175

449--466

Purpose: The aim of the study was to find out how automation is perceived by representatives of the companies from the Modern Business Services Sector (MBSS) in Poland. Research questions were posed, which referred to the assessment of the importance of automation and the readiness of companies to implement it. Design/methodology/approach: The answers were obtained on the basis of the realisation of 20 individual in-depth interviews - conducted among representatives of various companies from the MBSS. Findings: Participants in the study positively assessed the importance of automation in the operation of their companies, particularly from the perspective of maintaining competitiveness and keeping up with economic trends. Respondents declared a high level of readiness to implement work automation systems and programmes, although only a small proportion of the companies represented were actually taking any action in this regard. Both organisational culture, company resources and customer demand were identified as key facilitators of automation. In contrast, customer relationships and insufficient company resources were the most important barriers. Originality/value: There is an insufficient amount of scientific studies on factors supporting and blocking the introduction of automation in MBSS enterprises in Poland. Due to the fact that the conclusions from foreign literature do not allow for generalisation to enterprises in Poland, the overarching aim of the work presented in this article is to fill the gap in the literature concerning factors supporting and blocking the introduction of automation in MBSS enterprises in Poland.