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23. The Impact of Organizational Empowerment and Workforce Flexibility on Service Performance Transition.

Author

He, Yuanqiong, Tang, Yangyi, Sun, Hongyi, and Chen, Yun

Abstract

Service performance becomes a source of competitive advantage for manufacturers. Service system transition represents different business logic with manufacturing system and manufacturers face many barriers and challenges. The research on organizational configurations for service performance is hot but still in its infancy in both operations management (OM) and organizational behavior (OB). This study aims to explore the impact of organizational empowerment and workforce flexibility on service transition and business performance as well as the moderating roles of competition intensity and technological change. Data from International Manufacturing Strategy Survey and Structural Equation Modeling are utilized to test the relevant hypotheses. It is found that service performance of manufacturers is positively related to business performance in both high and low intensity competition environments. Organizational empowerment has significantly positive impact on service performance, while workforce flexibility does not. Technological change positively moderates the relationship between organizational empowerment and service performance. The study combines the manufacturing with service and extends the literature on service management of manufacturing companies from OM to OB fields. It bears implications for both practitioners and future research. [ABSTRACT FROM AUTHOR]

Published
2013
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