Organizational Readiness, Digital Technology, and Sustainable Performance: The Moderating Role of Knowledge Acquisition

Abstract

This study examines the factors influencing organizational readiness and its impact on sustainable employee performance (economic, social, and environmental) in Thailand Telkom Service Sector. It explores the moderating role of knowledge acquisition on the relationship between organizational readiness and digital technology use. Limited research has investigated the mediating role of digital technology use in the link between organizational readiness and sustainable employee performance. Telecommunication, being a customer-driven and operation-based industry, prioritizes enhancing customer satisfaction. Data were collected from 255 middle management personnel in the Thailand Telkom Service Sector and analyzed using structural equation modeling. The findings indicate that organizational readiness directly affects sustainable employee performance across economic, social, and environmental dimensions. Knowledge acquisition moderates the relationship between organizational readiness and digital technology use, while digital technology use mediates the link between organizational readiness and sustainable employee performance. The study offers valuable insights for stakeholders, telecom companies, and policymakers, providing strategic guidance for Thailand’s transition towards a more technologically advanced and inclusive digital landscape. Additionally, it outlines practical implications, limitations, and directions for future research in sustainable employee performance.