Technology and decent work in elderly care: a case study

Purpose – This paper aims at proposing an integrative framework on technology adoption in elderly care. The framework complements transformative service research (TSR) with socio-technical systems (STS) theory to address calls for research investigating technology adoption as promoting decent work and employee wellbeing. Design/methodology/approach – Research is based on a case study focusing on an Italian nursing home that adopted voice assistants in its operations. Secondary and primary data (semi-structured interviews and a group meeting) were collected and results were systematised into an integrative framework. Findings – The framework, by integrating TSR and STS together with empirical data, shows that technology adoption requires considering both technical and social aspects along the technological life cycle made up of technology introduction and use phases. In particular, this framework shows that integrating social and technical systems requires leveraging a set of enabling factors (e.g. participative leadership style; joint optimisation). By so doing, it would be possible to promote decent work, resulting in the development of employees’ wellbeing. Research limitations/implications – This research is based on a case study, which restricts its generalisability. Hence, future research should verify the framework in other cases and the adoption of a participatory action research approach would make it possible to further refine the integrative framework. Practical implications – This framework suggests that technology introduction and usage integrating social and technical systems requires the adoption of a participatory approach involving different stakeholders belonging to the service ecosystem; moreover, the establishment of organisational roles facilitating communication among stakeholders, and the promotion of formal and informal training is necessary. Social implications – This study highlights that in an elderly care context, technology can be truly beneficial if it promotes decent work and fosters the achievement of staff wellbeing which, potentially, generates guests wellbeing. Thus, it is fundamental that both technological factors as well as social factors are consistently taken into consideration for technology adoption to be successful. Originality/value – This research integrates TSR and STS, two perspectives that, so far, have never been applied in conjunction to the study of technology adoption in elderly care. Moreover, this research provides novel insights on a rather under-researched area: the impact of technology on nursing home employees.