Are Managers Making the Right Choice?

Abstract

Smart work has been credited with providing flexible supply capabilities to meet customer demands in service businesses operations. Effective operations of smart work need huge investment of technologies implementations. The authors use Delphi techniques and survey method to identify implementation factors of importance of home-based work which is a representative type of smart work. Seven technologies were identified to be important (Knowledge Management, Real-time monitoring, Remote IT assist, Online testing, Online training, Workforce management, Agent performance management technologies). Different from general expectations, control-based technologies were found not to have positive effects, but support-based technologies to have positive effects to the performance. Smart work technologies in service business affect employees' job satisfaction, and further retention of remote agents. Careful planning of how to implement technologies for smart work is needed in service business in order to identify the best working environment design.

Predicting Antecedents of Employee Smart Work Adoption Using SEM-Multilayer Perceptron Approach

“…However, for the successful implementation of this transformation to the SW, the employees of the organization, who are at the center of this transition, should welcome it. And the acceptance of SW and adopting to remote work will result in the organizational performance [5,10]. Therefore, the present study is aimed at firstly determining what factors are effective in the behavioral intention of employees in the SW adoption and, secondly, using the neural network method, providing a model for predicting the behavior of employees in SW adoption.…”

“…A change in workplace standards has occurred as a consequence of the pandemic, and organizations have been forced to adjust their operations to the new environment by adoption of digital technologies [3]. One such adaptation is the development of smart work arrangements [4][5][6]. Smart work (SW) is a term that refers to a new way of arranging work that leverages telecommunications, mobile devices, and computer-based technology to enable workers to work from anywhere and at any time, including their homes and/or the firm's satellite offices [7,8].…”