Contextual ambidexterity facing disruptive innovations: the case of a contact center
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Data de Publicação: | 2022 |
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Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Future Studies Research Journal: Trends and Strategies |
Texto Completo: | https://www.revistafuture.org/FSRJ/article/view/676 |
Resumo: | Purpose: To analyze how the strategic responses of a mature business (Contact Center) led to the development of contextual ambidexterity in a disruptive innovation scenario. Originality/Relevance: Organizational ambidexterity has been the subject of different studies, when the organization becomes able to balance strategic actions of different and conflicting natures with important advances, but there is room to discuss challenges and aspects related to contextual ambidexterity (Rainsch & Birkinshaw , 2008; Brun, 2016) in the Brazilian scenario. Method: Qualitative approach and use of a single case study, data collection through semi-structured interviews, form and focus group with managers and work team participants, ensuring data triangulation. For analysis, a content analysis technique was used. Results: The responsiveness to disruptive innovation increased and the level of consumer demand increased, there was also resistance to the changes undertaken that need to be better observed by managers. Contextual ambidexterity was developed with the construction of a high-performance behavioral context, with an unbalanced focus between performance and social support. Conclusions: Despite the encouragement to create a high performance context, the company was not able to guarantee the organization's ability to contextual ambidexterity as a whole. |
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Contextual ambidexterity facing disruptive innovations: the case of a contact centerAmbidestria contextual frente as inovações disruptivas: o caso de um contact centerInovação DisruptivaAmbidestria ContextualContexto ComportamentalEstratégia CorporativaEstrutura OrganizacionalDisruptive InnovationContextual AmbidexterityBehavioral ContextCorporate StrategyOrganizational structurePurpose: To analyze how the strategic responses of a mature business (Contact Center) led to the development of contextual ambidexterity in a disruptive innovation scenario. Originality/Relevance: Organizational ambidexterity has been the subject of different studies, when the organization becomes able to balance strategic actions of different and conflicting natures with important advances, but there is room to discuss challenges and aspects related to contextual ambidexterity (Rainsch & Birkinshaw , 2008; Brun, 2016) in the Brazilian scenario. Method: Qualitative approach and use of a single case study, data collection through semi-structured interviews, form and focus group with managers and work team participants, ensuring data triangulation. For analysis, a content analysis technique was used. Results: The responsiveness to disruptive innovation increased and the level of consumer demand increased, there was also resistance to the changes undertaken that need to be better observed by managers. Contextual ambidexterity was developed with the construction of a high-performance behavioral context, with an unbalanced focus between performance and social support. Conclusions: Despite the encouragement to create a high performance context, the company was not able to guarantee the organization's ability to contextual ambidexterity as a whole.Objetivo: Analisar como as respostas estratégicas de um negócio maduro (Contact Center) levaram ao desenvolvimento da ambidestria contextual em um cenário de inovação disruptiva. Originalidade/Relevância: A ambidestria organizacional tem sido objeto de diferentes estudos, quando a organização se torna capaz de equilibrar ações estratégicas de naturezas distintas e conflitantes com importantes avanços, mas, há espaço para discutir desafios e aspectos relacionados à ambidestria contextual (Rainsch & Birkinshaw, 2008; Brun, 2016) no cenário brasileiro. Método: Abordagem qualitativa e uso do estudo de caso único, coleta de dados por meio de entrevistas semiestruturadas, formulário e grupo focal com gestores e participantes da equipe de trabalho, garantindo a triangulação de dados. Para análise foi utilizada técnica de análise de conteúdo. Resultados: Aumentou a agilidade de resposta à inovação disruptiva e aumento do grau de exigência dos consumidores, também houve resistência às mudanças empreendidas que precisa ser melhor observada pelos gestores. Ocorreu desenvolvimento da ambidestria contextual com construção de contexto comportamental de alto desempenho, com enfoque ainda desequilibrado entre desempenho e suporte social. Conclusões: Apesar do estímulo à criação de contexto de alto desempenho, a empresa não foi capaz de garantir a capacidade de ambidestria contextual da organização como um todo.Future Studies Research Journal: Trends and Strategies2022-07-31info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionPeer-reviewed Articleapplication/pdfhttps://www.revistafuture.org/FSRJ/article/view/67610.24023/FutureJournal/2175-5825/2022.v14i1.676Future Studies Research Journal: Trends and Strategies; Vol. 14 No. 1 (2022): Janeiro - Dezembro; e0676Future Studies Research Journal: Trends and Strategies [FSRJ]; v. 14 n. 1 (2022): Janeiro - Dezembro; e06762175-5825reponame:Future Studies Research Journal: Trends and Strategiesinstname:Fundação Instituto de Administração (FIA)instacron:FIAporhttps://www.revistafuture.org/FSRJ/article/view/676/515Copyright (c) 2022 Lígia Maria Silveira Saito, Carlos Roberto Domingueshttps://creativecommons.org/licenses/by-nc/4.0info:eu-repo/semantics/openAccessSilveira Saito, Lígia MariaDomingues, Carlos Roberto2023-08-05T05:38:48Zoai:ojs.future.emnuvens.com.br:article/676Revistahttps://www.revistafuture.org/FSRJ/oai2175-58252175-5825opendoar:2023-08-05T05:38:48Future Studies Research Journal: Trends and Strategies - Fundação Instituto de Administração (FIA)false |
dc.title.none.fl_str_mv |
Contextual ambidexterity facing disruptive innovations: the case of a contact center Ambidestria contextual frente as inovações disruptivas: o caso de um contact center |
title |
Contextual ambidexterity facing disruptive innovations: the case of a contact center |
spellingShingle |
Contextual ambidexterity facing disruptive innovations: the case of a contact center Silveira Saito, Lígia Maria Inovação Disruptiva Ambidestria Contextual Contexto Comportamental Estratégia Corporativa Estrutura Organizacional Disruptive Innovation Contextual Ambidexterity Behavioral Context Corporate Strategy Organizational structure |
title_short |
Contextual ambidexterity facing disruptive innovations: the case of a contact center |
title_full |
Contextual ambidexterity facing disruptive innovations: the case of a contact center |
title_fullStr |
Contextual ambidexterity facing disruptive innovations: the case of a contact center |
title_full_unstemmed |
Contextual ambidexterity facing disruptive innovations: the case of a contact center |
title_sort |
Contextual ambidexterity facing disruptive innovations: the case of a contact center |
author |
Silveira Saito, Lígia Maria |
author_facet |
Silveira Saito, Lígia Maria Domingues, Carlos Roberto |
author_role |
author |
author2 |
Domingues, Carlos Roberto |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Silveira Saito, Lígia Maria Domingues, Carlos Roberto |
dc.subject.por.fl_str_mv |
Inovação Disruptiva Ambidestria Contextual Contexto Comportamental Estratégia Corporativa Estrutura Organizacional Disruptive Innovation Contextual Ambidexterity Behavioral Context Corporate Strategy Organizational structure |
topic |
Inovação Disruptiva Ambidestria Contextual Contexto Comportamental Estratégia Corporativa Estrutura Organizacional Disruptive Innovation Contextual Ambidexterity Behavioral Context Corporate Strategy Organizational structure |
description |
Purpose: To analyze how the strategic responses of a mature business (Contact Center) led to the development of contextual ambidexterity in a disruptive innovation scenario. Originality/Relevance: Organizational ambidexterity has been the subject of different studies, when the organization becomes able to balance strategic actions of different and conflicting natures with important advances, but there is room to discuss challenges and aspects related to contextual ambidexterity (Rainsch & Birkinshaw , 2008; Brun, 2016) in the Brazilian scenario. Method: Qualitative approach and use of a single case study, data collection through semi-structured interviews, form and focus group with managers and work team participants, ensuring data triangulation. For analysis, a content analysis technique was used. Results: The responsiveness to disruptive innovation increased and the level of consumer demand increased, there was also resistance to the changes undertaken that need to be better observed by managers. Contextual ambidexterity was developed with the construction of a high-performance behavioral context, with an unbalanced focus between performance and social support. Conclusions: Despite the encouragement to create a high performance context, the company was not able to guarantee the organization's ability to contextual ambidexterity as a whole. |
publishDate |
2022 |
dc.date.none.fl_str_mv |
2022-07-31 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Peer-reviewed Article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://www.revistafuture.org/FSRJ/article/view/676 10.24023/FutureJournal/2175-5825/2022.v14i1.676 |
url |
https://www.revistafuture.org/FSRJ/article/view/676 |
identifier_str_mv |
10.24023/FutureJournal/2175-5825/2022.v14i1.676 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://www.revistafuture.org/FSRJ/article/view/676/515 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2022 Lígia Maria Silveira Saito, Carlos Roberto Domingues https://creativecommons.org/licenses/by-nc/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2022 Lígia Maria Silveira Saito, Carlos Roberto Domingues https://creativecommons.org/licenses/by-nc/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Future Studies Research Journal: Trends and Strategies |
publisher.none.fl_str_mv |
Future Studies Research Journal: Trends and Strategies |
dc.source.none.fl_str_mv |
Future Studies Research Journal: Trends and Strategies; Vol. 14 No. 1 (2022): Janeiro - Dezembro; e0676 Future Studies Research Journal: Trends and Strategies [FSRJ]; v. 14 n. 1 (2022): Janeiro - Dezembro; e0676 2175-5825 reponame:Future Studies Research Journal: Trends and Strategies instname:Fundação Instituto de Administração (FIA) instacron:FIA |
instname_str |
Fundação Instituto de Administração (FIA) |
instacron_str |
FIA |
institution |
FIA |
reponame_str |
Future Studies Research Journal: Trends and Strategies |
collection |
Future Studies Research Journal: Trends and Strategies |
repository.name.fl_str_mv |
Future Studies Research Journal: Trends and Strategies - Fundação Instituto de Administração (FIA) |
repository.mail.fl_str_mv |
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1808843615658573824 |