Perceptions of Indian managers on the impact of convergent technologies on work and resultant organisational performance in the service Industry

Abstract

Purpose: This research examines Indian service managers' perceptions on the impact of convergent technologies (CTs) on their work and resultant organisational performance. The research uses four dimensions - task productivity, task innovation, customer satisfaction, and management control - taken together, to investigate the perceived impact of CTs adoption in service organisations context and further examines the resultant organisational performance, based on these dimensions. Design/methodology/approach: The study used the Partial least squares (PLS) approach to evaluate the measurement model and the structural model. The study was conducted in service industry firms that have made significant progress towards adopting CTs. Findings: The results of the study demonstrated higher levels of perceived impact of the adoption of CTs on all the four dimensions (i.e., task productivity, task innovation, customer satisfaction, and management control). The results of the study also indicate that all the impact dimensions positively influence organisational performance. Originality: To researchers best knowledge this is the first study of its kind to evaluate the perceived impact of CTs on organisational performance in the Indian context Research limitations/implications: The results of the study suggest that all the impact dimensions positively influence the organisation; therefore the service sector managers should be aware about the role of adopting latest CTs so as to enhance the task productivity, innovation, customer satisfaction and management control in their job roles. Practical implications: The practical implications of this research are derived on the basis of Future of Work , Labour Market Information Systems, Productivity, Enterprise Development, Enhancing skills of service employees and Employability themes.