Impact of digital transformation on the individual job performance of insurance companies in Peru

Abstract

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 counter-productive 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.

The Impact of Digital Transformation on the Organization’s Response to the COVID-19 Challenge

“…Chen, Jaw & Wu (2016) found that digital transformation could have a negative impact on industry benchmark information but that further investigation is required to confirm. Guzmán-Ortiz et al (2020) found that although digital transformation has a significant effect on task performance that it has little or no effect on customer's service experience. Vial (2019) reviewed that the changes brought by digital transformation could have both positive and negative outcomes.…”

Digitalization of customer service in small and medium-sized enterprises: drivers for the development and improvement

“…However, many customers have resistance to using digital technologies due to a lack of habits and skills. Although the interface of the apps is intuitive, companies should provide the operating instructions to customers so that they can use them with more autonomy, especially for the older population (Cobelli and Chiarini, 2020;Guzm an-Ortiz et al, 2020;Zaki, 2019). Another aspect that negatively impacts the digitalization of customer service is digital security.…”

“…With the assistance of AI, the chatbot provides more dynamic and refined service to users, simulating human dialogues that reduce the discomfort of customers talking to robots. Thus, SMEs can reduce the number of call center employees while improving the capacity for simultaneous calls (Falle et al, 2016;Guzm an-Ortiz et al, 2020;Leong et al, 2019). In addition, SMEs should use different techniques and resources to make their service more attractive, personalized, and satisfactory to their customers.…”

The maturity levels of the digital technology competence in vocational education

“…The impact of changes in the characteristics and nature of work is the disruption of old jobs with new jobs [4], [5]. Thus, the workers have to perform updates competence to meet the challenges of the presence of new jobs [6].…”