Purpose – Change readiness (CR) is viewed as a multidimensional behavior that reflects the firm's competencies to do three things in response to environmental opportunities and threats in its industry: trigger identification; gearing up to take action (preparation); and the action's degree of...

This study tackles the dilemma of a technology-based service improvement wherein an organization performs a technology change to improve its service process, while its customers do not necessarily perceive the new service as an improvement. The empirical research follows a healthcare provider...