Workforce service quality in the post-COVID-19 era: from the perspective of organisation data-driven competency

Abstract

Workforce management is an important aspect for any organisation’s operations. All aspects of workforce operations are being influenced by technological innovation including the workforce service quality. The COVID-19 pandemic has been a tremendous challenge to workforce operations, as most employees started working from remote locations. This is the first study to examine the impacts of workforce service quality in the post-COVID-19 era from the technological aspect, especially from an organisational data-driven competency perspective. With the help of literature and theories a conceptual model has been developed, which has been validated using partial least square structural equation modelling with 317 respondents from various organisations in India. The study reveals a significant impact of organisation data-driven competency on the workforce service quality in the post-COVID-19 era. The study also finds that top management team support has a significant moderating impact on the relationship between workforce service quality and the organisation’s sustainable competitive advantage.

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