TY - JOUR
T1 - Impact of digital transformation on the individual job performance of insurance companies in peru
AU - Guzmán-Ortiz, Carla Victoria
AU - Navarro-Acosta, Nohelia Gabriela
AU - Florez-Garcia, Wilmer
AU - Vicente-Ramos, Wagner
N1 - Publisher Copyright:
© 2020 by the authors; licensee Growing Science, Canada.
PY - 2020
Y1 - 2020
N2 - The objective of this study was to analyze and determine the impact of digital transformation on the individual job performance of insurance companies in Peru. The deductive inferential scientific method of explanatory level was used, with a non-experimental design, to four insurance companies that operate in the regions of Arequipa, Cusco, Iquitos, Lima, Tacna and Trujillo. The results generated by structural equations show that customer service experience (CSE), based on digital transformation, had a positive impact on task performance (p <0.05) and contextual performance (p <0.05); in contrast, the customer service experience (CSE), based on digital transformation, was found to have no impact on counterproductive behavior (p> 0.05). In relation to the collaborator's capabilities (CC) based on digital transformation, the results reveal that it had a significant influence on task performance (p <0.05) and contextual performance (p <0.05), while it did not have any impact on counterproductive behavior (p> 0.05). Likewise, processes based on digital transformation (P) significantly influence task performance (p <0.05) and contextual performance (p <0.05), unlike counterproductive behavior that did not present a causal link with the processes (p> 0.05). Finally, the business model based on digital transformation (BM) had no implications for task performance (p> 0.05), contextual performance (p> 0.05) and counterproductive behaviors (p> 0.05). The conclusion of the study indicates that the customer service experience, the collaborator's capabilities and processes based on digital transformation contribute to the performance and contextual performance of the workers of the insurance companies in Peru.
AB - The objective of this study was to analyze and determine the impact of digital transformation on the individual job performance of insurance companies in Peru. The deductive inferential scientific method of explanatory level was used, with a non-experimental design, to four insurance companies that operate in the regions of Arequipa, Cusco, Iquitos, Lima, Tacna and Trujillo. The results generated by structural equations show that customer service experience (CSE), based on digital transformation, had a positive impact on task performance (p <0.05) and contextual performance (p <0.05); in contrast, the customer service experience (CSE), based on digital transformation, was found to have no impact on counterproductive behavior (p> 0.05). In relation to the collaborator's capabilities (CC) based on digital transformation, the results reveal that it had a significant influence on task performance (p <0.05) and contextual performance (p <0.05), while it did not have any impact on counterproductive behavior (p> 0.05). Likewise, processes based on digital transformation (P) significantly influence task performance (p <0.05) and contextual performance (p <0.05), unlike counterproductive behavior that did not present a causal link with the processes (p> 0.05). Finally, the business model based on digital transformation (BM) had no implications for task performance (p> 0.05), contextual performance (p> 0.05) and counterproductive behaviors (p> 0.05). The conclusion of the study indicates that the customer service experience, the collaborator's capabilities and processes based on digital transformation contribute to the performance and contextual performance of the workers of the insurance companies in Peru.
KW - Business model
KW - Customer service experience
KW - Digital transformation
KW - Employee capabilities
KW - Individual job performance
UR - http://www.scopus.com/inward/record.url?scp=85094581130&partnerID=8YFLogxK
U2 - 10.5267/j.ijdns.2020.9.005
DO - 10.5267/j.ijdns.2020.9.005
M3 - Original Article
AN - SCOPUS:85094581130
SN - 2561-8148
VL - 4
SP - 337
EP - 346
JO - International Journal of Data and Network Science
JF - International Journal of Data and Network Science
IS - 4
ER -