Telework and internal corporate social responsibility: Insights from New Zealand back-office personnel during COVID-19

The contemporary work landscape has experienced substantial transformations in recent years due to technological advancements, digital communication tools, and shifting employee expectations. Telework has become an essential element of the modern work environment and gained significant attention. The COVID-19 pandemic has accelerated the widespread adoption of telework for business continuity and social distancing. This research investigates the demand and drivers of telework among New Zealand back-office personnel post-pandemic. Back-office personnel, in this study, refers to employees who perform functions related to administration, operations, and support, roles that do not involve direct interaction with clients or customers but are integral to an organisation's functioning. The focus on this group is crucial as they represent a significant portion of the workforce, and their adaptation to and perceptions of telework can significantly impact organisational effectiveness and employee satisfaction. This research examines the attitudes of its effects on work-life balance, job satisfaction, and potential as an internal corporate social responsibility (CSR) extension. Using a mixed-methods research design, 101 back-office personnel in New Zealand participated in a questionnaire and ten in semi-structured interviews. Descriptive statistics and thematic analysis were utilised to analyse quantitative and qualitative data, respectively. Results indicated a strong demand for telework due to improved work-life balance, enhanced flexibility, reduced commuting, and increased productivity. Most participants preferred a hybrid telework model, combining the benefits of remote work with in-person collaboration. Telework was generally seen as positively impacting work-life balance and job satisfaction, but challenges like work-personal life boundaries and social isolation must be addressed for sustained benefits. Moreover, findings suggest telework can serve as an internal CSR extension. By incorporating telework into CSR strategies, organisations can tackle key internal CSR components, boosting their reputation and long-term success. This study offers insights and recommendations for organisations aiming to implement telework policies, emphasising the need to accommodate employee preferences while maximising benefits and tackling telework-associated challenges.