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IT reliability as a source of sustainability for organisations operating during the COVID-19 pandemic

Tworek Katarzyna

Engineering Management in Production and Services

2023

Vol. 15, no. 1

29--40

The article aims to show that reliable IT support was crucial for the survival and sustainability of organisations during the COVID-19 pandemic. The article considers the negative effect of the crisis caused by the COVID-19 pandemic on the organisational sustainability of an organisation (i.e., organisational performance through employee job performance). It explores the role of IT reliability in mitigating such a negative effect. To verify the hypotheses, the empirical studies were performed during the COVID-19 crisis with 1160 organisations operating in Poland, Italy and the USA. The data were analysed using multiple linear regression models with mediators and moderators. The results confirmed that due to the ability to limit the severity of a crisis-induced negative effect on employee job performance (influencing organisational performance), IT reliability could be considered a mitigator for the negative effect of the COVID-19 crisis on the sustainability of organisations. The results indicate that IT reliability should be fostered among organisations operating during the COVID-19 pandemic to maintain sustainability.

CRM influence on organisational performance — the moderating role of IT reliability

Tworek Katarzyna, Sałamacha Anna

Engineering Management in Production and Services

2019

Vol. 11, no. 3

96--105

This article mainly aims to verify the role of IT reliability as the factor potentially strengthening the CRM influence on organisational performance and conclude whether the IT reliability is indeed an important factor shaping the CRM ability to generate value for an organisation. Methodology. The empirical research was conducted to verify the existence of such a relation. The research was carried out based on the survey performed among organisations, and the sample included 558 entities from Poland and 564 from Switzerland. The statistical analysis of the obtained results was carried out using regression analysis with the moderator. Results. The obtained models clearly show that IT reliability is a moderator of the relation between CRM time-of-use and the organisational performance. The theoretical contribution. The obtained results clearly confirm that the existing IT solutions should support CRM, and with such support, this management method is positively influencing the organisational performance. Such a conclusion seems to be an important contribution to the studied field of research, filling the research gap concerning the mechanism of IT support for CRM. It remains consistent with the views from the literature and contributes to their extension.