Purpose

Uncertain times [e.g. coronavirus disease 2019 (COVID-19)] require service businesses to respond in creative, flexible and resilient ways. This paper aims to develop and test the theoretical relationship between digital transformation and organizational resilience (OR), and the consequences of OR on organizations and employees during turbulent times.

Design/methodology/approach

A scale development was first conducted with an expert panel. Later, 474 participants who work as employees in small and medium-sized service enterprises were recruited for structural equation modeling (SEM). Exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and path analysis were conducted to test the relationship between dimensions of digital maturity, dimensions of OR and two consequential variables: organizational performance and employees’ state optimism.

Findings

Strategic technology investment helps organizations to develop systematic control sustain operations in crises but may not directly contribute to employees’ capabilities of accurately understanding external turmoil, actively seeking available resources and rapidly developing adaptive solutions. Transformation management intensity equips an organization with transformative vision, governance and culture, and such transformative built-in leadership enables the organization to embrace employees with talents and innovativeness and help employees grow their capabilities when facing crises. The dimensions of OR have different influences on the organization and employees.

Originality/value

This research develops and tests the dimensions and measurement items of OR for the services domain and empirically tested how the dimensions of digital maturity influence the dimensions of OR, and how OR influences the organization’s performance and employees’ state optimism.

中文翻译：

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通过数字化转型建立组织弹性

目的

不确定时期 [例如 2019 年冠状病毒病 (COVID-19)] 要求服务企业以创造性、灵活和有弹性的方式做出响应。本文旨在开发和测试数字化转型与组织弹性 (OR) 之间的理论关系，以及动荡时期 OR 对组织和员工的影响。

设计/方法/途径

首先由专家小组进行规模开发。随后，招募了 474 名在中小型服务企业工作的参与者进行结构方程建模 (SEM)。探索性因素分析 (EFA)、验证性因素分析 (CFA) 和路径分析用于检验数字化成熟度维度、OR 维度与两个结果变量：组织绩效和员工状态乐观度之间的关系。

发现

战略技术投资有助于组织在危机中建立系统的控制和维持运营，但可能不会直接有助于员工准确理解外部动荡、积极寻求可用资源和快速开发适应性解决方案的能力。变革管理强度为组织配备变革愿景、治理和文化，这种变革性的内在领导力使组织能够拥抱有才华和创新精神的员工，并帮助员工在面临危机时提升能力。OR 的维度对组织和员工有不同的影响。

原创性/价值

本研究开发并测试了服务领域的 OR 维度和测量项目，并实证检验了数字成熟度维度如何影响 OR 维度，以及 OR 如何影响组织绩效和员工状态乐观度。