Impact of AI Ambidexterity on Proactive Service Performance: Moderating Role of Transformational Leadership and Mediating Role of Proactive Personality in Pakistani IT Industry

Abstract

This research examine how Al ambidexterity could amplify proactive 
service performance in Pakistan's IT industry, picking transformational 
leadership as a moderator and proactive personality as a mediator. A 
structured questionnaire and a quantitative research design were 
utilized to gather information in Islamabad and Lahore from 150 IT 
professions. The findings displayed a strong positive correlation 
between AI ambidexterity and proactive service performance, 
suggesting that as AI ambidexterity increases, proactive service 
performance tends to improve. By examine how Al-enabled 
ambidextrous expertise and leadership behaviors effect employee
driven service quality, this study closes gaps in the literature. For 
technology motivated companies trying to keep pace with employee 
behavior with Al ambidexterity transformation to drive imaginary 
growth through innovation and lasting impact, it offers theoretical and 
practical expertise. From a practical perspective, it provides strategic 
view for companies seeking to utilize leadership development and Al 
technologies to enhance proactive employee behavior and service 
innovation.