Publication Date: 2024/02/26
Abstract: The goal of this research is to examine the relationships between change management and operational excellence (OPX) which has long been understudied in Nigeria service sector. Drawing upon Resource-based view (RBV) and Kurt Lewin three-stage model theories, we hypothesized causal links between change management and operational excellence (OPX). Survey design was employed and the data were collected through an electronic questionnaire distributed to 130 respondents .The questionnaire survey received 93 responses from 10 organizations. Both descriptive and inferential statistics using SPSS. The Chi-Square test was used to examine the three (3) hypotheses with SPSS used to generate the results. The research discovered strong, favourable links between adoption of technology, organic structure and operational strategy and operational excellence accomplishment. The results were equivocal, but they did support the idea that commitment to change had a moderating influence on the link between change management and operational excellence. Benchmarking, best practices, quality processes, and human resource policies are some of the infrastructure decision areas of service strategy where change management may help. As a result, it has implications for organizational and change management efforts.
Keywords: Change Management, Operational Excellence (OPX), Resource-based view (RBV), Technology, Organic Structure, Operations Strategy, Service Sector.
DOI: https://doi.org/10.5281/zenodo.10716125
PDF: https://ijirst.demo4.arinfotech.co/assets/upload/files/IJISRT24FEB836.pdf
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