Serviços ágeis como mediador entre capacidades dinâmicas e performance

Abstract

The business environment is increasingly competitive and, creating competitive advantage is increasingly complex and rigorous for companies, especially with regard to the service industry. The service industry has increasingly contributed to the economy and the transformation of the global environment brings more opportunities for new services. With this transformation, companies are forced to adapt their processes and businesses at a faster pace, acting mainly in a proactive, reactive manner and making decisions more quickly. The IT services industry is among the companies that are part of the turbulent environment, with the need for rapid changes so that they respond quickly and efficiently to the needs of their customers. For companies to be able to act and react quickly and efficiently, increasing their performance and ensuring growth in the services market, it is necessary to develop dynamic capabilities. According to Teece (2007), dynamic capabilities allow to detect and take advantage of new business opportunities. The objective of this research is to verify if agile services mediate the relationship between dynamic capabilities and performance. To carry out this research, the scale developed by Raman and Bharadwaj (2017) was used, with adaptations and inclusions of constructs related to the performance and socio-demographic data of the companies studied. This is a cross-sectional study with an exploratory quantitative approach, whose sample included 70 IT service companies in Brazil. The instrument used was a questionnaire where the items were measured in twelve categories, adding up to a total of 53 questions. The research brings two contributions, the most important of which identify agile services as a mediator in the relationship between dynamic capabilities and performance and the second because it is a study in the area of services. Another contribution was the validation of this instrument, as it is important both for the applied aspect, as it can be used in research related to dynamic capabilities, performance or even agile services, as well as for managers who use dynamic capabilities in companies of IT services.