wishing on a shooting star

Chapter11:

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Abstract

COVID-19 outbreak has implied significant changes in the way service organizations work, affecting employees' routine and activities. At the same time, the advent of Industry 4.0 (I4.0) introduced new technologies that might facilitate such activities, mitigating the COVID-19's implications. The objective of this research is two-fold. First, we aim at examining the impact of COVID-19's work implications on employees' performance (i.e. output quality and delivery). Second, we seek to verify the moderating role of I4.0 base technologies on this relationship. We surveyed 106 employees of different service organizations who have been working remotely during the pandemic and analyzed their responses through multivariate techniques. Results revealed that COVID-19's work implications (i.e. home office work environment, job insecurity and virtual connection) do impact employee's performance, although not at the same extent. Further, we found that I4.0 technologies moderate the enhancement of employee's performance. However, the orientation and intensity of such moderation may vary according to the performance metric and work implication under analysis. As COVID-19 outbreak inevitably pushedGopalakrishnan Narayanamurthy is a Senior Lecturer in the Department of Operations and Supply Chain Management at the University of Liverpool Management School (ULMS), UK. He researches in the area of disruptive technologies, healthcare operational excellence, transformative service research, satellite imagery analytics, digitization, and business model innovation. His research has been accepted for publication in Journal of Service Research, International Journal of Operations and Production Management, International Journal of Production Economics, Journal of Business Ethics, Technological Forecasting & Social Change, Computers & Operations Research, Production Planning & Control, and Computers in Industry, among others.

Guilherme Luz Tortorella is an Associate Professor of the Department of Systems and Production Engineering of the Universidade Federal de Santa Catarina, Brazil. He is the Head of Research of the Productivity and Continous Improvement Lab and the Editor-in-Chief of Journal of Lean Systems. He is one of the founders of the Brazilian Conference on Lean Systems and has more than 18 years with practical and academic experience with manufacturing and operations management.

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