People-technology hybrid companies combine 2 different spheres that create powerful organizations that foster creativity and innovation amongst employees (Kandampully, Bilgihan & Zhang, 2016: p. 154). These hybrid companies recognize the competitive advantage that can result from using technology as a tool by leveraging both internal (people within the organization) and external forces (customers that act as ambassadors of the organization)(Kandampully et al., 2016: p. 155). Service firms understand that to provide the best possible experience for customers and thus increasing profitability, it comes from developing employees from within the organization (Kandampully el al. 2016: p.156).
As such, organizations need to adopt a hybrid people-technology business model, which allows firms to draw on the benefits of both sources to create an advantage.
Innovation and creativity results from empowering and energizing the human component of an organization. Whereas technology provide a medium for companies to further build and reinforce a relationship with customers through platforms such as social media and customer communities (Kandampully et al., 2016: p. 154). In contemporary society, firms understand the importance of customers’ perceived value, as there is a shift to service-focused firms (as opposed to merely productivity (Kandampully et al., 2016: p.157).
Organizational citizenship behaviours contribute to the overall success because it encompasses actions whereby employees are promoting the organization’s products or actions in a favourable manner outside of work (Kandampully et al. 2016: p.155). In addition, citizenship behaviours include going above and beyond what is expected to help or to listen another coworker. Furthermore, if an employee feels empowered and enjoys working for the organization, he or she will engage in customer-focused citizenship behaviours in which a positive attitude is maintained (Kandampully el al. 2016: p.155). Ultimately, this delivers more effective and memorable customer service. Technology, such as social media, can bridge the gap of innovation because creative ideas not only come from internal sources but also the external environment. As a result, the internal and external environment are co-creating the hybrid organization and contributing to its overall success.
A developmental plan for my organization would consist of orientation, performance review, and creating an action plan with future goals and objectives.
- I believe that it is important to properly integrate a new employee into the organization and the team that they belong to. Leaders should talk to the new employee and learn about their goals, interests, career aspirations, and values. This helps increase empowerment among employees and build organizational citizenship behaviours.
- Unlike most organizations, the performance review would consist of skills that are not normally measured such as innovation, creativity, and technological skills. This is the coaching aspect where employees are mentored to determine how they can be improved. Management should determine competencies and potential learning opportunities. My organization will create appropriate incentives to encourage employees to engage in such skills. If there are deficiencies, workshops will be arranged so that employees can further fine-tune skills on how to interact with technology or how to increase creativity.
- It is important to tie employees to the overall success of the organization by creating an action plan to help them understand how their actions contribute to achieving organizational goals. Adults learn in different ways than children. According to Andragogy, adults are self-directed and must understand why they are exerting effort to learn something; it must be tied to a goal that they wish to achieve (intrinsic motivation) (Unit 6 Notes, 2018). Therefore, the leader must learn about the employees’ career aspirations (building a relationship) and then link desirable skills (i.e. creativity and technological skills) that can be learned, which will help the employee achieve their long-term goals.
Technology sometimes makes organizations lose the human touch; therefore, have you experienced a loss of team cohesion due to the emphasis on technology?
Christina
References
Kandampully, J., Bilgihan, A., & Zhang, T. (Christina). (2016). Developing a people-technology hybrids model to unleash innovation and creativity: The new hospitality frontier. Journal of Hospitality and Tourism Management, 29, 154–164. https://doi.org/10.1016/j.jhtm.2016.07.003
Unit 6 Notes (2018). Retrieved on October 31, 2018, from https://create.twu.ca/ldrs500/unit-6/unit-6-notes/