Affiliation:
1. Durban University of Technology, South Africa
Abstract
The major goal of every organizational strategy is to enhance the effectiveness and efficiency of operation which could lead to organizational performance and success. However, the emergence of the COVID-19 pandemic has caused an abrupt change to the way most knowledge-based organizations work. For many knowledge-based organizations, periods of rapid technological changes and pandemic era are also periods of incessant struggle to maintain a high-performance work environment. These organisations are now beginning to consider the longer-term impact of COVID-19 including some potentially positive changes to the way that they work. Employees within these organizations were forced to work remotely for the first time during lockdown and had to adjust to working from home almost overnight while others were unable to work at all. The aim of this chapter was to determine the role of human resource management and knowledge management in improving service delivery within knowledge-based organizations.