Business Process Transformation During Covid-19

ABSTRACT

The COVID-19 pandemic has forced companies to change their business processes under the constraint that they have to try reducing the face-to-face contact between their employees and customers. In this paper, the authors present the results of an analysis of business process transformation (BPT) during the COVID-19 pandemic from the viewpoint of a psychological contract and communication tool. The concept of the psychological contract was developed by Rousseau. In order to clarify the relationship between the psychological contract and the BPT effect, the authors developed a research model that consists of a psychological contract of an ordinary work environment, a psychological contract of BPT and BPT effectiveness. A survey was conducted in October, 2021 for the analysis. © 2022, Springer Nature Switzerland AG.