The influence of smart technologies within service-oriented organisations

Abstract

The adoption of smart technologies (STs) can influence service-oriented organisations (SOOs) positively when implemented correctly. Research has revealed that when adequate due diligence and planning is done before implementing new technologies, the risk of implementing these technologies is significantly mitigated and reduced, as compared to adopting and implementing new technologies merely because it is new and exciting, without adequate due diligence and planning. In this study, the researcher aims to explore the influence of smart technology in transforming service delivery environments. Building on existing work around ST, the researcher asks the following questions: i) “What are the factors affecting the adoption of smart technology for service delivery in organisations?” and ii) “How can smart technology influence customer satisfaction within service-orientated organisations?” Various definitions of ST exist, meaning different things to different people; however, this research focuses on the definition of a technology being referred to as smart when it is an electronic device or system that can be connected to the Internet and used interactively. The results indicate that various factors in the form of opportunities and challenges can influence the adoption of smart technology in transforming service delivery environments. Factors such as economic, political and social considerations, to name a few, are discussed in further detail in the study. Government’s role in regulating ST use in order to mitigate the potential abuse by organisations is also highlighted, as it is crucial to understand the risks and opportunities of ST from a governance perspective. Subjectivist and interpretivist philosophy was followed for this research, which allowed the probing of answers from the interviewees. As research strategy, a multiple case study was adopted. Twelve (12) SOOs were selected non-randomly, conveniently and purposively, and the main criterion for selection was that the SOOs made use of ST in one way or another. The sampling size of the study was 14 participants operating within 12 respective SOOs with a strong interest in ST.