Mediation Impact of Socio-Technical Lean Implementation on Critical Success Factor and Service Quality Performance

Abstract

There is a noticeable scarcity of theoretical models in the existing literature on service quality performance that establishes the core constructs of critical success factors towards service quality performance as well as the factors that can facilitate both variables. The objective of this paper is to bridge the gap by presenting a theoretical framework that can recognize and put into practice socio-technical lean services, with the aim of establishing their interconnection and influence on the performance of service quality. It also synthesises information to propose recommendations based on a literature review of the service quality critical success factor and performance, lean services and other relevant academic literature. The article clarifies and accentuates the potential impact of lean service in mediating critical success factors of service quality and quality performance in courier service. A conceptual framework is developed with several propositions to establish the relationships between the constructs based on the appropriate literature, the socio-technical system theory and the resource-based view theory, testing the source of the organisation and its quality performance. Based on previous research, three suggested variables, namely organisational culture, leadership and financial capability have been identified as the critical success factors. This paper covers a gap in the literature by placing socio-technical lean service as a mediator for organisational culture, leadership, financial capability and their relationship with service quality performance.