MULTITASKING AND ITS EFFECTS ON INDIVIDUAL AND ORGANISATIONAL PERFORMANCE IN KNOWLEDGE-INTENSIVE BUSINESS SERVICES

In this study, we analysed multitasking activities in knowledge intensive business services (KIBS) and the employees’ perception of multitasking effects on individual and organisational performance. We also explored associations between the perception of multitasking and individual time management orientation (TMO). The research study employed an online survey methodology. Methods of relationship analysis and regression analysis were applied to get answers to the research questions. Although KIBS employees were strongly engaged in multitasking activities in their workplaces, the effects of multitasking on individual and organizational performance were perceived ambiguously. Meanwhile, above 90% of respondents admitted that they were more effective when they worked on one task at a time. The setting of the optimal number of tasks, task allocation considering employees’ individual differences, designing of workflows require further research as this may give the KIBS company managers guidelines and tools for organizing productive multitasking towards enhanced work efficiency and effectiveness and employees’ well-being. Human multitasking has been widely researched in such fields as medicine, command and control, aviation, information technologies, but there is little detailed empirical evidence on multitasking in KIBS such as management consulting, research and development, architecture, engineering services, design, and advertising. Our research provides a fresh view on the human aspects of KIBS companies which can be of help in addressing the related managerial issues.