How field service technicians adapt to and shape their work practices during digital transformation

As digital transformation (DT) reshapes field service companies, technicians' work practices are inevitably affected. Little is known about how technicians navigate this transformation. Our three-year practice-theoretical longitudinal qualitative insider case study on digitally enabled maintenance implementation reveals technicians respond through assimilative, adaptive, or resistive actions compared to managerial intent. While other actors may influence these responses, technicians generally strive to uphold the organizing principles of their established practices, often with limited awareness of broader implications across time and space. This study highlights the importance of a holistic, contextual approach to understanding technicians' work practices during DT.