End-users in the acceptance and implementation of B2B SaaS solutions
Perminova, Aleksandra (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025120933862
https://urn.fi/URN:NBN:fi:amk-2025120933862
Tiivistelmä
This thesis examines how end-users participate in the acceptance and implementation of B2B Software-as-a-Service (SaaS) solutions. The aim was to identify the roles end-users adopt and the spheres and touchpoints through which they interact with the solution during implementation. The study was conducted as qualitative research using fourteen semi-structured interviews, analysed with the Critical Incident Technique.
The findings show that end-users influence SaaS implementation through four spheres of interaction: customer, provider, joint, and an external sphere that emerged from the data. Nineteen touchpoints were identified across these spheres, describing how end-users learn, communicate, collaborate, and interact with the SaaS provider and with each other. Five end-user roles were identified: users, influencers, co-creators, boundary actors, and decision-makers. The results indicate that adoption is supported by peer learning, clear communication, and the perceived benefits of the solution.
End-users contributed actively to the implementation through knowledge sharing, coordinating work practices, and exploring system features. Their experience was also influenced by individual motivation, previous experience with similar tools, and psychological adaptation during change.
The findings show that end-users influence SaaS implementation through four spheres of interaction: customer, provider, joint, and an external sphere that emerged from the data. Nineteen touchpoints were identified across these spheres, describing how end-users learn, communicate, collaborate, and interact with the SaaS provider and with each other. Five end-user roles were identified: users, influencers, co-creators, boundary actors, and decision-makers. The results indicate that adoption is supported by peer learning, clear communication, and the perceived benefits of the solution.
End-users contributed actively to the implementation through knowledge sharing, coordinating work practices, and exploring system features. Their experience was also influenced by individual motivation, previous experience with similar tools, and psychological adaptation during change.