Pandemic's effect on the relationship between lean implementation and service performance

Tortorella, Guilherme; Narayanamurthy, Gopalakrishnan; Godinho Filho, Moacir; Portioli Staudacher, Alberto; Mac Cawley, Alejandro Francisco

Abstract

Purpose This paper aims at examining the impact that COVID-19 pandemic and its related work implications have on the relationship between lean implementation and service performance. Design/methodology/approach The author surveyed service organizations that have been implementing lean for at least two years and remotely maintained their activities during the COVID-19 outbreak. Multivariate data techniques were applied to analyze the dataset. This study was grounded on sociotechnical systems theory. Findings The findings indicate that organizations that have been implementing lean services more extensively are also more likely to benefit from the effects that the COVID-19 had on work environments, especially in the case of home office. Nevertheless, social distancing does not appear to mediate the effects of lean services on both quality and delivery performances. Originality/value Since the pandemic is a recent phenomenon with unprecedented effects, this research is an initial effort to determine the effect the pandemic has on lean implementation and services' performance, providing both theoretical and practical contributions to the field.

Más información

Título según WOS: Pandemic's effect on the relationship between lean implementation and service performance
Título de la Revista: JOURNAL OF SERVICE THEORY AND PRACTICE
Volumen: 31
Número: 2
Editorial: Emerald Group Publishing Ltd.
Fecha de publicación: 2020
DOI:

10.1108/JSTP-07-2020-0182

Notas: ISI