Making it Work: Negotiating to Embed an International Software-as-a-Service (SaaS) solution in a Local Context
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2023-08-31
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en
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A standardised software-as-a-service (SaaS) solution developed by a multinational was acquired by a local organisation, challenging them to integrate this system into their local digital infrastructure. This research aimed to explore how actors from different organisations negotiated to align the system with local practices.
This thesis draws on two theories: "imbrication" and "negotiated order." Imbrication explains how human interaction can adapt a system to local needs, but the highly standardized nature of the system limited this adaptability. Negotiation became crucial, with the local organisation attempting to persuade the multinational to make necessary changes.
A qualitative research approach involved interviews with seven individuals in various positions. Institutional pressures influenced both organisations, which lead to imbrication and negotiation processes to bridge their differences. The local organisation emphasised imbrication first, while the multinational focused on negotiation to preserve their standardised product.
However, negotiations often ended unfavourably for the local organisation, despite collaborating with similar organisations. The research underscores that modern SaaS solutions require negotiation alongside imbrication for local implementation. It also highlights the role of external actors in the process.
The thesis contributes to understanding how SaaS solutions necessitate negotiation practices and suggests exploring how similar organisations approached similar implementations and collaboration challenges.
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Faculteit der Managementwetenschappen