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August 22, 2026Journal of Services Marketing

Technology and decent work in elderly care: a case study

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Authors

IBIlenia BregoliACAnna Paola CodiniMBMichelle Bonera

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Overview

Case study demonstrates that balancing social and technical factors during voice assistant adoption promotes decent work in elderly care, highlighting the value of participatory leadership.

Key Points

  • To develop an integrative framework combining transformative service research and socio-technical systems theory to examine how technology adoption promotes decent work and employee wellbeing in elderly care.
  • Conducted a case study analyzing the implementation and operational adoption of voice assistants in an Italian nursing home.
  • Gathered secondary and primary qualitative data via semi-structured interviews and a group meeting across technology introduction and use phases.
  • Technology adoption in elderly care requires harmonizing technical and social dimensions across the entire technological life cycle.
  • Enabling factors—including participative leadership, joint optimization, stakeholder collaboration, and formal and informal training—support decent work and foster staff wellbeing.

Cite This Study

Bregoli et al. (2026) studied this question.

synapsesocial.com/papers/6a895f41ca7ade938187dc71https://doi.org/10.1108/jsm-01-2026-0050
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