ORGANIZATIONAL DEVELOPMENT, SERVICE QUALITY, AND PRODUCTIVITY IN ESSENTIAL HOUSEHOLD SERVICES: A CROSS-SECTOR STRUCTURAL VALIDATION

Objective: Testing structural relationships among organizational development, service quality, and productivity in companies of essential household services. Theoretical Framework: The study is grounded in organizational development and service management literature, proposing that organizational development and service quality directly influence productivity. It also introduces an integrated conceptual representation of the final supply chains of electricity, water, natural gas, and telecommunication services, which share an equivalent last-mile operational logic. Method: Data were collected through a Google Forms surveys provided to executives and specialists from the electricity, water, gas, and telecommunications sectors in Mexico. The 11-item Likert-scale questionnaire measured perceptions of organizational development, service quality, and productivity. A total of 160 surveys were distributed, yielding 135 valid responses. Structural validation was performed using a partial least squares structural equation model (PLS-SEM) in SmartPLS 4.0. Research Implications: The findings improve the knowledge on how organizational factors and service quality practices drive productivity in service providers operating through convergent last-mile operation structures. Originality/Value: This study offers one of the first cross-sector approaches that integrates a unified conceptual model with empirical validation of productivity in essential household services.