Does it work?” A case study on Virtual Teams adoption for service delivery during and post Covid-19

Over the last decades, virtual working methodologies have considerably changed the way businesses think, design, and deliver their services to customers. Moreover, the Covid-19 outbreak has forced them to reorganize internal processes to survive the crisis. Therefore, this contribution goal is to investigate to what extent the use of Virtual Teams (VTs) resulted effective in coordinating activities during and after the Covid-19 lockdown, to deal with the lack of face-to-face interaction for service delivery. An in-depth case study analysis approach has been adopted to mix ethnographical data with semi-structured interviews to some business services organizations. This work aims to nourish the academic debate on the main benefits and threats on VT adoption within organizations. A resulting classification of the main issues concerning VTs can support the use of VT as quality vector of service delivery.