ABSTRACT

This research examines the implications of COVID-19 on the relationship between organisational learning and operational performance in service organisations. By using social learning theory and transactive memory system theory, we developed competing hypotheses on how organisational learning and COVID-19 outbreak interact with each other to explain 10 their impact on operational performance. To test our hypotheses, we surveyed 106 employees of service organisations who have been remotely working during COVID-19 outbreak. The collected data were analysed through multivariate data techniques. We specifically measured operational performance to assess the organisation’s performance as they were the ones immediately affected by the outbreak of COVID-19, which then is expected to have a lagged 15 impact on financial performance. Through exploratory factor analysis, we identified two bundles of COVID-19 work implications, namely home office work environment and social distancing. Results confirmed that home office work environment positively mediates the relationship between organisational learning and operational performance of service organisations. Our research adds to theory, since we evidenced that individuals’ behaviours and work environment reciprocally influence each other, even when individuals are actually apart from the usual work environment, asobserved during the pandemic.

摘要

本研究考察了 COVID-19 对服务组织中组织学习和运营绩效之间关系的影响。通过使用社会学习理论和交互记忆系统理论，我们就组织学习和 COVID-19 爆发如何相互作用提出了相互竞争的假设，以解释 10 它们对运营绩效的影响。为了检验我们的假设，我们调查了 106 名在 COVID-19 爆发期间远程工作的服务组织员工。收集到的数据通过多元数据技术进行分析。我们专门衡量了运营绩效以评估组织的绩效，因为它们是立即受到 COVID-19 爆发影响的组织，然后预计会对财务绩效产生滞后 15 的影响。通过探索性因素分析，我们确定了对 COVID-19 工作的两大影响，即家庭办公室工作环境和社交距离。结果证实，家庭办公室工作环境在组织学习和服务组织的运营绩效之间具有积极的中介作用。我们的研究增加了理论，因为我们证明个人的行为和工作环境会相互影响，即使在大流行期间观察到的个人实际上与通常的工作环境分开时也是如此。结果证实，家庭办公室工作环境在组织学习和服务组织的运营绩效之间具有积极的中介作用。我们的研究增加了理论，因为我们证明个人的行为和工作环境会相互影响，即使在大流行期间观察到的个人实际上与通常的工作环境分开时也是如此。结果证实，家庭办公室工作环境在组织学习和服务组织的运营绩效之间具有积极的中介作用。我们的研究增加了理论，因为我们证明个人的行为和工作环境会相互影响，即使在大流行期间观察到的个人实际上与通常的工作环境分开时也是如此。