Workforce service quality in the post-COVID-19 era: from the perspective of organisation data-driven competency

Workforce management is an important aspect for any organisation’s operations. All aspects of workforce operations are being influenced by technological innovation including the workforce service quality. The COVID-19 pandemic has been a tremendous challenge to workforce operations, as most employees started working from remote locations. This is the first study to examine the impacts of workforce service quality in the post-COVID-19 era from the technological aspect, especially from an organisational data-driven competency perspective. With the help of literature and theories a conceptual model has been developed, which has been validated using partial least square structural equation modelling with 317 respondents from various organisations in India. The study reveals a significant impact of organisation data-driven competency on the workforce service quality in the post-COVID-19 era. The study also finds that top management team support has a significant moderating impact on the relationship between workforce service quality and the organisation’s sustainable competitive advantage.