Text

theses

Organizational change is a prevalent phenomenon in our society. During change, input is solicited from stakeholders and lower level employees often as a way to lower resistance and uncertainty due to change. However, little is known about the specific manner in which input is solicited and used. This study uses a case study approach to investigate the beneficial and problematic features of the architecture of input solicitation and explores ways in which designs for soliciting input are managed and negotiated by multiple stakeholders. These designs have various implications and consequences for stakeholders and the organization. The study is conducted with nurses in a medical center regarding their provision of input in the Magnet initiative-- a credential that recognizes organizations with excellence in nursing work. The study answered research questions regarding a) beneficial and problematic design features of input solicitation, b) differences in perceptions of those charged with soliciting input, c) management of input solicitation by design teams, and d) differences in how individuals from various levels of the organization influence solicitation designs. The study conducted 39 semi-structured interviews and one questionnaire with 125 respondents. Additionally, the researcher was able to observe three change related meetings. This investigation led to a number of important findings. First several designable features were found to be beneficial and problematic for participation from multi-stakeholder perspective. In addition to these features, the findings also suggest the role of change specific features and other long-standing features in influencing participation. Second, it was found that not all individuals charged with collecting input viewed solicitation designs in the same way. Third, implementers designed several features collectively to manage input solicitation through proactive and emergent designs. Last, a grounded practical theory analysis revealed that individuals from each level of the organization focused on different problem aspects during input solicitation and modified the techniques to fit their needs, which had several implications for the organization and the stakeholders.

ETD_8235

Ph.D.

Includes bibliographical references

by Surabhi Sahay

doi:10.7282/T34Q7Z4M

ETD doctoral