Abstract
Purpose: This study aims to discuss the usefulness of free-text comments to gain insights into participants' opinions about an organizational change project. Design/methodology/approach: A secondary analysis of 152 free-text answers to an open question in a questionnaire evaluating the implementation of lean facility design was conducted. Findings: The authors identified three categories of responses to change: (1) dismissive – lean unrelated, (2) dismissive – lean related and (3) supporting – lean related. Notably, the large majority of the comments were dismissive by nature and unrelated to lean. Furthermore, critical responses also emanate from the most supportive group (critical friends). Practical implications: Quintessential to change management is understanding how those involved perceive the changes. Free-text comments offer an opportunity to gain a view on these perceptions, particularly perceptions that often stay covert whilst having the potential to undermine change initiatives. At the same time, the comments may also be used to capitalize on constructive criticisms. Originality/value: This study delivers a unique view on how free comments allow developing a broader understanding of hospital staff's responses to an organizational change initiative and particularly its “undercurrent” that may potentially have significant implications to change processes.
| Original language | English |
|---|---|
| Pages (from-to) | 68-78 |
| Number of pages | 11 |
| Journal | Journal of Organizational Change Management |
| Volume | 35 |
| Issue number | 8 |
| Early online date | 11 Jul 2022 |
| DOIs | |
| Publication status | Published - 19 Dec 2022 |
Bibliographical note
Funding Information:The authors would like to thank the hospital under study for their help in advancing insight into change recipients' responses to change and for allowing the use of the survey data including the free-text comments. The authors also highly appreciate the two anonymous reviewers for their most valuable comments.
Publisher Copyright:
© 2022, Hannelore Schouten, Jos Benders and Stefan Heusinkveld.
Funding
The authors would like to thank the hospital under study for their help in advancing insight into change recipients' responses to change and for allowing the use of the survey data including the free-text comments. The authors also highly appreciate the two anonymous reviewers for their most valuable comments.
Keywords
- Employee responses
- Free-text comments
- Lean
- Organizational change
- Text analysis
- Undercurrent