Scaling Digital Solutions in Healthcare: Paradoxical Tensions in Provider – Customer Relations and Coping Strategies
Journal
IEEE Transactions on Engineering Management
ISSN
0018-9391
ISSN-Digital
1558-0040
Type
journal article
Date Issued
2023-10-18
Author(s)
Abstract
An aging population, a lack of qualified medical staff, and rising costs in the healthcare sector pose major challenges to many societies. Implementing digital solutions in hospitals is a promising response to these challenges without compromising the quality of patient care. Nevertheless, the adoption of digital solutions in the healthcare environment is progressing more slowly than might be desirable. Adopting a paradox perspective, we study tensions in the relationship between the providers of digital solutions and hospitals (their customers) that can explain the slow uptake. Drawing on 39 interviews, our findings reveal nine tensions related to the three dimensions of a business model (value proposition; value creation and delivery; value capture). We also identify four coping strategies that allow solution providers to deal with these tensions, especially when building digital solutions in new ecosystems. The strategies to cope with paradoxical ten sions in interorganizational relationships include accommodation, avoidance, concession, and confrontation.
Language
English
Keywords
Coping strategies
digital servitization
digitalization
healthcare
interorganizational relationships
paradox theory
HSG Classification
contribution to scientific community
Refereed
Yes
Publisher
IEEE
Number
ahead of print
Subject(s)