Analysis of Business Services Sector in Poland. Current State and Development Perspectives for the Future
Year: 2025
Type: article
Abstract: Purpose: An in-depth analysis of Poland's modern business services sector in the context of the dynamic implementation and use of artificial intelligence tools and methods to automate and standardize business processes.Design/methodology/approach: A review of relevant literature, industry-specific reports and survey on the use of AI/GenAI tools in the sector. Findings:The analysis conducted in this study highlights the significant role the modern business services sector plays in the Polish economy-not only in terms of its contribution to national GDP but also in shaping the labor market.It is evident that the sector is undergoing a profound transformation.This shift is driven primarily by two key factors.First, the increasing maturity of Shared Service Center (SSC) organizations over the past decades has enabled them to transition from handling basic administrative tasks to managing more complex, knowledgeintensive processes.Second, the emergence of advanced technologies-particularly artificial intelligence (AI) and generative AI (GenAI)-has had a substantial impact on the sector, facilitating this evolution. Research limitations/implications:The analysis of sector-related reports offers a broader perspective on the Shared Services landscape in Poland.The findings of this study can serve as a foundation for further, more detailed research. Practical implications:The article makes a valuable contribution to understanding the current landscape of the Shared Services sector in Poland, highlighting future opportunities and the challenges associated with the implementation of AI/GenAI tools for business process automation.It outlines both the benefits and potential risks of adopting these technologies, while also addressing the growing competitive pressure from other countries-both within the region and globally-where labor and operational costs may be more favorable.Originality/value: This article sheds light on the modern business services sector in Poland as it navigates the growing influence of Artificial Intelligence (AI) tools and methodologies.The study identifies the most commonly used tools for business process innovation and analyzes how industry leaders perceive the rising role of automation-whether as a risk, a challenge, or an opportunity.
Author: Magdalena BALBUZA
Institution: University of Gdańsk
Language: English
Subfield: Management Information Systems
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4412709102