Wang, Yichuan, Zhang, Minhao, Roehrich, Jens and Ma, Rui (2025) Scaling emerging healthcare technology: managing paradoxical tensions in a connected health platform. Journal of Operations Management (JOM). ISSN 0272-6963 (Print), 1873-1317 (Online) (doi:10.1002/joom.70013)

Preview

PDF (Open Access Article) 51264 MA_Scaling_Emerging_Healthcare_Technology_Managing_Paradoxical_Tensions_(OA)_2025.pdf - Updated Version Available under License Creative Commons Attribution. Download (3MB) | Preview

Abstract

To address growing geographical disparities in healthcare access and quality, connected health platforms (CHPs) have emerged as promising solutions. However, rapidly scaling CHPs poses significant challenges, particularly in managing tensions among multiple entities. This study examines the digital scaling process of a CHP through the lens of paradox theory, focusing on tensions and their management in resource-constrained environments. We conducted a 13-year longitudinal case study of a CHP encompassing over 300 hospitals in China. Our findings reveal three distinct yet interconnected phases of digital scaling: digital foundation building; system integration and governance; and continuous improvement and innovation. We demonstrate that tensions evolve over time during the scaling process, with one dominant type prevailing in each phase, challenging previous assumptions that different tensions emerge simultaneously across multiple entities. We also identify phase-specific “both-and” responses employed by rural hospitals to manage tensions despite experiencing resource constraints. We provide guidance to organizations operating in resource-constrained environments on the management of paradoxical tensions across a complex digital scaling process.

Item Type:	Article
Uncontrolled Keywords:	connected health platform, digital scaling process, healthcare disparity, longitudinal study, paradox theory
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management R Medicine > R Medicine (General) T Technology > T Technology (General)
Faculty / School / Research Centre / Research Group:	Greenwich Business School Greenwich Business School > School of Management and Marketing
Last Modified:	13 Nov 2025 17:56
URI:	https://gala.gre.ac.uk/id/eprint/51264

Actions (login required)

View Item

Downloads