Digital innovation adoption in ground handling operations : an exploratory study

Abstract

Digital technologies have become instrumental in every industry, enabling a multitude of benefits. Aviation is one of the industries in which the fourth industrial revolution is taking place, particularly Ground Handling Operations (GHOs), which form an integral part of airport functionality, yet are relatively overshadowed by the other aviation operations. The purpose of GHOs is to connect passengers or cargo to their respective flight while tending to the inter-flight maintenance of the aircraft which are crucial to the airport operations. GHOs are deploying digital technologies to enhance operational efficiency. However, the innovation adoption process in relation to digital technologies within GHOs is under explored. The innovation adoption process involves several nonlinear stages due to various determinants, like individual managerial elements and employee perceptions. This study aimed to explore the adoption of digital innovations within core processes of GHOs focusing on the latter two phases of the innovation adoption process: adoption-decision phase and the implementation phase. It focuses on top managers’ perceived behavioural control on digital innovation adoption and how it influences adoption-decisions, and on employees' perceptions on the digital innovation implementation. The study contributes to the literature gap of digital innovations in service-oriented organisations such as GHOs. The study adopted a qualitative approach using semi-structured interviews with six top managers and six employees in three GHO companies at Malta International Airport. This captured the perspectives on the local digital innovation adoption and implementation. The findings reveal that digital innovations, like cargo management systems and ground operations software, are used for streamlining GHO processes. Top managers' perceived behavioural control over digital technology adoption varied, and is influenced by self-efficacy, perceived difficulty, effort, obstacles, and resources. Employee acceptance of technology was generally positive, recognising both benefits and challenges. This study underscores that innovation adoption and implementation depends on aligning top managers' intentions with employee acceptance and modifications based on user feedback.