Managing disruptive technologies for innovative healthcare solutions: the role of high-involvement work systems and technologically-mediated relational coordination

In this research, we present a model of innovative healthcare solutions as an interactive outcome of high-involvement work systems and technologically-mediated relational coordination. Adopting the grounded theory approach and conducting in-depth interviews, we investigate these dimensions using data from four case studies in the context of technology adoption in the healthcare industry in emerging markets. First, we show how relational coordination via the adoption of disruptive technologies, like online analytics, digitalization, artificial intelligence and data-driven decision-making, promotes the quality of interactions in high-involvement work systems contexts vis-à-vis face-to-face social exchanges. Further, technologically-mediated relational coordination improves employee trust, improving individual performance and functional effectiveness outcomes. Finally, the quality of technologically-mediated relational coordination affects the speed and richness of shared data among employees. This phenomenon enables employees to take optimal decisions and learn to improve innovative solutions iteratively.