The application of digital technologies in company responses to COVID-19: an integrative framework

ABSTRACT

The COVID-19 pandemic has challenged organisations to adapt and redesign their processes and management practices in response to the rising emergency. Governments across the globe have implemented strategies to reduce infection and mortality, and build resilience. Most response strategies and actions have leveraged the potential of digital technologies (DT). However, despite the importance of DT in supporting business continuity, an integrative framework describing how DT can support organisational responsiveness in relevant disruptions is still not available. This research presents the outcomes of a web and social content analysis of 40 world-leading corporations facing the COVID-19 emergency. The study identifies how these organisations have used DT in 12 activities related to the management of operations, human resources, and customers. For each activity, a set of digital enablers are identified, and the deriving organisational value is outlined. The contribution of this research lies in reinvigorating and advancing the scholarly discussion on the centrality of DT for the enhancement of organisational preparedness in critical scenarios. From a managerial perspective, this research provides business leaders and managers with a checklist useful to define digital-enhanced business continuity plans.

KEYWORDS:

• Digital innovation
• digital technologies
• framework
• organisational response

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Notes on contributors

Alessandro Margherita

Alessandro Margherita, PhD is Assistant Professor (qualified for the role of Associate Professor) at the Department of Engineering for Innovation of the University of Salento. He conducts cross-disciplinary research in fields such as digital and organisational transformation, collective intelligence systems and technology-based entrepreneurship. He has published over 80 articles in peer-reviewed journals and international conferences. He was a visiting researcher at Peking University and a Research Affiliate at the Center for Collective Intelligence of MIT Sloan. He is a Research Partner of UFSC – Federal University of Santa Catarina.

Mina Nasiri

Mina Nasiri (MSc Tech) is a post-doctoral researcher at LUT University, School of Engineering Science, Department of Industrial Engineering and Management. She received a DSc degree from LUT University in the field of Industrial Management. Her research interests include digitalisation, digital supply chain, corporate sustainability, smart technologies, performance measurement and management, operations management and sustainable strategies. Her works have been published in journals such as Technovation, Information System Frontiers, Technology Analysis and Strategic Management, Sustainable Development, Computers in Industry and Journal of Cleaner Production.

Thanos Papadopoulos

Thanos Papadopoulos is Professor of Management and Director of the Technology, Innovation Management, and Enterprise (TIME) Research Centre at Kent Business School. He is Associate Editor for ‘International Journal of Operations and Production Management and Benchmarking: an International Journal. He has published over 140 articles in peer-reviewed journals and conferences. His research interests include operations and information management, supply chain design issues and disruptions/relief operations, resilience and sustainability in various contexts. He was included among the top 2% of researchers in the Business Management area in the global list of researchers prepared by Stanford University.