Assessing the management of remote work post-lockdown: Leveraging technology for effective integration in retail general management

Abstract

The COVID-19 pandemic significantly disrupted traditional retail operations, prompting a rapid shift towards remote work and the integration of digital technologies. This study explores how retail general managers in South Africa have managed remote work postlockdown by leveraging technology to maintain operational efficiency, employee wellbeing, and business continuity. Adopting an interpretivist paradigm, the research employs a qualitative approach using semi-structured interviews and document analysis to collect rich, in-depth data from retail managers and support staff. Thematic analysis revealed seven key themes, including the experiences of adapting to remote work, the challenges and benefits of technology adoption, the impact on productivity, and the implications for team dynamics and organisational culture. The study is grounded in the Technology Acceptance Model (TAM), the Job Demands-Resources (JD-R) model, Social Exchange Theory, and Perceived Organisational Support (POS), providing a multidimensional understanding of technology-enabled remote work. The findings contribute to both theoretical and practical knowledge by highlighting strategies that can support sustainable remote work practices in the retail sector. Recommendations include enhancing digital infrastructure, providing continuous training, and implementing targeted well-being interventions to support the evolving nature of work.