From Planning to Execution: Exploring the Adoption of Service Action Planning Tools by Frontline Service Teams
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2025-08-26
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en
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This study explores what factors influence the adoption of a service action planning tools (SAPTs) within frontline service teams (FSTs) in the context of a high-tech business-to-business (B2B) firm. The Technological-Organizational-Environmental (TOE) framework was used as a guideline for its broad scope, to identify possible influential adoption factors. Despite the considerable body of research on IT tool adoption, successful adoption is not the standard, nor predictable. The dynamics and high demands of a frontline service environment is found to further complicate the adoption of these tools. Based on the insights from seven informants within four different teams, several factors were found to influence team adoption of SAPTs. These are complexity, compatibility, relative advantage, trialability, observability, perceived usefulness, innovativeness, facilitating conditions, social influence, structure, and network externalities. Additional identified factors were adaptability, trust, and a margin for innovation. Moreover, an additional dimension to the TOE framework is proposed, as the influential factors trust and social influence do not fit within the current three dimensions of the framework. The findings suggest three managerial implications, being the advice to co-create and ask feedback from the target group, be transparent towards your target group, and to work with a standardization funnel.
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Faculteit der Managementwetenschappen