Task-Technology Fit and ICT Use in Remote Work Practice During the COVID-19 Pandemic

Introduction

Coronavirus Disease 2019, known as “COVID-19”, took the world on an unprecedented journey. In a short time, the outbreak, initially localized in Wuhan, China, became a pandemic with a high human cost. By the end of 2020, the World Health Organization (WHO) data reported over 1.7 million deaths and more than 79 million confirmed positive cases worldwide since the start of the pandemic (WHO, 2020). Many countries experienced economic and non-economic disruptions that led to undesirable lifestyle changes (Ahir et al., 2020). The increase in COVID-19 incidents worldwide necessitated the implementation of immediate and appropriate countermeasures to limit the negative impact of the virus (Chamola et al., 2020). Beyond the health countermeasures, numerous reforms have been implemented in various sectors. Digital transition and technological disruption have assumed a significant role (Golinelli et al., 2020). The digitalization of organizations is a new phenomenon that is receiving increased attention in research and practice mainly around the contemporary concept of “digital transformation.” This concept refers to a large-scale change fundamentally impacting how an organization uses information and communication technologies (ICT) to conduct business, create value, and respond to evolving business and market demands (Madsen et al., 2020). Indeed, the COVID-19 pandemic has had a significant impact on organizations around the world and, consequently, on workforce activities. The workplace is undergoing a profound transformation driven by ICT. The characteristics of this transformation include: 1) digitization of work processes, 2) flexibility of organizational structures, and 3) development of new skills. The COVID-19 crisis has amplified and accelerated these changes (Hannart & Weissbrodt, 2021).

Many organizations have opted for remote work and have modified their internal processes to adapt to sudden changes without sacrificing efficiency. In this study, we focus on the contribution of ICT to the practice of remote work during the COVID-19 pandemic. The question, then, is how the ICT implemented by organizations for remote work during the COVID-19 crisis affected employees. To answer this research question, we examine the technical characteristics and operational aspects of tasks by exploring the Task-Technology Fit (TTF) theory (Goodhue & Thompson, 1995). To deepen our understanding of this theory in our study context, we operationalize the technology characteristics by integrating the Technology Acceptance Model (TAM) for its perceived usefulness and perceived ease of use constructs (Davis, 1989) and the Diffusion of Innovation (DOI) theory for its relative advantage and complexity constructs (Rogers, 1995). In addition, we measure performance at the individual and organizational levels. To extend the relevance of TTF, we combine the post-acceptance model of information systems (IS) continuance by examining user satisfaction and IS continuance intention.

Technology adoption has become a concern for many employees, who are not always sure how to adapt to a new work environment where ICT is essential. Uncertainty about new technologies for some employees is akin to taking a leap in the dark, particularly concerning digital features that can facilitate their daily work. Workers’ attitudes toward ICT in the context of remote work is a relevant topic, yet the theoretical literature providing clear explanations for such behavior in the wake of the COVID-19 pandemic is not exhaustive. Thus, this research holds interest on three levels: scientific, managerial, and socio-economic. At the scientific level, we use a model that allows us to analyze the influence of ICT on employees’ activities by combining the models based on the adoption and use of ICT that affects performance. The advantage of our study over the existing literature lies in its additional contribution to demonstrating the usefulness of information technology (IT) during a health crisis. In terms of managerial interest, we provide some recommendations that will help workers adapt to new technologies in times of crisis while turning this change into a real force for improving organizational and individual performance. Our study follows the current trend at the socio-economic level by providing solutions to address the economic challenges during the COVID-19 pandemic. A starting point in this regard is the contribution of ICT to the development or emergence of some countries.