To read the full version of this content please select one of the options below:

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

Sanjeev Kumar (Faculty of Business, Sohar University, Sohar, Oman)
Prikshat Verma (Cardiff School of Management, Cardiff Metropolitan University, Cardiff, UK)
Parth Patel (Newcastle University Business School, Newcastle University, Newcastle upon Tyne, UK)
J. Irudhaya Rajesh (College of Business, Government and Law, Flinders University, Adelaide, Australia)

International Journal of Emerging Markets

ISSN: 1746-8809

Article publication date: 22 October 2020

Downloads
259

Abstract

Purpose

This research examines Indian service managers' perceptions on impact of convergent technologies 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 convergent technologies adoption in service organisations context and further examines the resultant organisational performance, based on these dimensions.

Design/methodology/approach

The study used 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 a significant progression towards adopting convergent technologies.

Findings

The results of the study demonstrated higher levels of perceived impact of adoption of convergent technologies 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.

Research limitations/implications

The results of the study suggest that all the impact dimensions positively influence organisation, therefore the service sector managers should be aware about the role of adopting latest convergent technologies 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.

Originality/value

To researchers best knowledge is to first study of its kind to evaluate the perceived impact of convergent technologies on organisational performance in Indian context.

Keywords

Citation

Kumar, S., Verma, P., Patel, P. and Rajesh, J.I. (2020), "Perceptions of Indian managers on the impact of convergent technologies on work and resultant organisational performance in service industry", International Journal of Emerging Markets, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJOEM-06-2020-0658

Publisher

:

Emerald Publishing Limited

Copyright © 2020, Emerald Publishing Limited