Pandemic's effect on the relationship between lean implementation and service performance

Abstract

Purpose

This paper aims at examining the impact that COVID-19 pandemic and its related work implications have on the relationship between lean implementation and service performance.

Design/methodology/approach

The author surveyed service organizations that have been implementing lean for at least two years and remotely maintained their activities during the COVID-19 outbreak. Multivariate data techniques were applied to analyze the dataset. This study was grounded on sociotechnical systems theory.

Findings

The findings indicate that organizations that have been implementing lean services more extensively are also more likely to benefit from the effects that the COVID-19 had on work environments, especially in the case of home office. Nevertheless, social distancing does not appear to mediate the effects of lean services on both quality and delivery performances.

Originality/value

Since the pandemic is a recent phenomenon with unprecedented effects, this research is an initial effort to determine the effect the pandemic has on lean implementation and services' performance, providing both theoretical and practical contributions to the field.

Citation

Tortorella, G., Narayanamurthy, G., Godinho Filho, M., Portioli Staudacher, A. and Mac Cawley, A.F. (2021), "Pandemic's effect on the relationship between lean implementation and service performance", Journal of Service Theory and Practice, Vol. 31 No. 2, pp. 203-224. https://doi.org/10.1108/JSTP-07-2020-0182