Dynamic Role of Technology in Managing Workforce in Service Delivery During COVID-19 Pandemic

Dora Almeida (), Maria José Sousa and Antonio Miguel Pesqueira
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Antonio Miguel Pesqueira: Bavarian Nordic

Chapter Chapter 7 in HR Analytics and Digital HR Practices, 2022, pp 171-198 from Springer

Abstract: Abstract In this chapter, the authors try to represent an analytical review on the impact of global pandemic on technology usage by human resources in different industries. The current chapter is empirical, and the research approach is to use a series of statistical tests to examine the differences between technological changes in employee management and after the 2020 COVID-19 pandemic crisis within different companies. A special questionnaire was developed and applied to a sample of company managers and employees. The main results are based on the analysis of these variables: technology shift, human resource management, impact of pandemics on the workforce, human resources, lack of talent/skills, service delivery, process disruptions, and difficulties in managing human resources and business processes of companies without a strategy to control and manage Technology change management. The chapter provides an analysis between companies with or without a human resource strategy and effective processes to overcome key constraints and understand the impact of COVID-19 on technological change. Due to new technology and data-related processes, companies face critical challenges in recruiting, retaining, and discovering professional skills that can fully support the advancement and exponential growth of digital and technological changes as a result of this 2020 pandemic crisis.

Keywords: Technology changes; Impact of COVID-19; Service delivery; Workforce management; Pandemic (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-981-16-7099-2_7

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DOI: 10.1007/978-981-16-7099-2_7

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