Case study method

According to Eisenhardt (1989), case study methodology unites different methods of data collection. Case study methodology provides a useful technique for using multiple data collection instruments in the context of specific settings (Yin, 1993). Hamel, Dufour and Fortin (1993) observe that the case studies developed in local environments have been discussed and applied in a global context.

Case studies explore the “uniqueness of situations”, focusing on “issue-related observations”, making the cases comparable with each other and telling the story to convey the knowledge from author to reader (Stake, 1998 pp. 86-100). Every case is different. Yin (1984) stresses the empirical and “… the distinctive characteristics of the

case study as a research method” (Yin, 2003 p. 2). Babbie (2004, p. 293) argues further that “… case studies can form the basis for the development of more general, nomothetic theories”.

A case study consists of one or many cases (Hammersley and Gomm, 2000). Ragin and Becker (1992, p. 9) view a case as “empirical units” and “theoretical constructs”

arguing that to truly understand those distinctions it is necessary to briefly review the philosophical discussion about realism and nominalism (see Table 1). While realists suggest that cases exist in an empirical environment, nominalists highlight that cases are constructed from theory to assist a researcher (Ragin and Becker, 1992 p. 8). It is not the intention of this research to deepen those philosophical ideas, but rather to recognise their existence and relate them to the cases under investigation. Table 1 outlines that discussion.

Table 1: Overview of cases

Case conceptions

Understanding of cases Specific General

As empirical units 1. Cases are found (Harper)

2. Cases are objects (Vaughan)

As theoretical constructs 3. Cases are made (Wieviorka)

4. Cases are conventions (Platt)

Source: Ragin and Becker (1992, p. 9)

Table 1 offers a good starting point for a better understanding of cases from four different perspectives:

Cases are found: Cases are specific that exist in a particular environment and need to be identified and integrated into the research process (Harper, 1992).

Cases are objects: Cases are general in nature that exist in the real world and therefore do not need to be discovered in the research process (Vaughan, 1992).

Cases are made: Cases are specific that emerge in the research process through the theoretical construction of empirical data (Wieviorka, 1992).

Cases are conventions: The nature of cases is general as a result of accumulated academic investigations that are created through external theoretical knowledge (Platt, 1992).

This research adopts the concept that cases are found, as highlighted in Table 1. “A case is often thought of as a constituent member of a target population” (Stake, 2000 p. 23).

Thus, every interview with a technology change agent together with project documents will provide empirical data for a specific case in certain organisational settings in Australia and Germany. Those cases will be used to construct specific case studies within state agencies and banks. The designed case studies will provide a basis for the development of a model of change agents’ behaviour in ICT diffusion in public and private sector settings.

The case study method is an inductive approach that unites change agents’ reality with constructed theory. The four thematically linked case studies, represented in Table 2, were selected in respect of the arguments listed in the previous passages supporting the choice of case study methodology. Following Patton (1990), there is no recommendation regarding the appropriate number of case studies that could guide the researcher.

Table 2: Case studies in this research

Public sector settings State agencies

Private sector settings Banks

Australia Case study 1

“The role of an ICT change agent in ICT diffusion within technology projects in Australian state agencies”

Case study 3

“The role of an ICT change agent in ICT diffusion within technology projects in Australian banks”

Germany Case study 2

“The role of an ICT change agent in ICT diffusion within technology projects in German state agencies”

Case study 4

“The role of an ICT change agent in ICT diffusion within technology projects in German banks”

The first and second case studies focus on ICT change agents’ behaviour within six state agencies in Australia and Germany.

The first case study, “The role of an ICT change agent in ICT diffusion within technology projects in Australian state agencies”, investigates the behaviour of twelve change agents who have initiated, managed or diffused ICT innovation for state agencies such as Multimedia Victoria (MMV), Victoria Legal Aid (VLA) and the State Revenue Office (SRO) within the State of Victoria in Australia. MMV is responsible for the implementation of ICT technologies within the State of Victoria (MMV, 2006).

VLA provides services for the community regarding family, health care, youth, work, money and social issues (VLA, 2006). SRO Victoria is concerned with payroll tax, land tax, financial institution duty, debits tax and stamp duty (SRO, 2006).

The second case study, “The role of an ICT change agent in ICT diffusion within technology projects in German state agencies”, studies the behaviour of twelve change agents who have initiated, managed or diffused ICT innovation for Hessische Zentrale fuer Datenverarbeitung (HZD), Hessisches Sozialministerium (HSM) and Hessisches

Ministerium der Finanzen (HMDF) within the State of Hessen in Germany. HZD provides the State of Hessen with ICT solutions (HZD, 2006). HSM is concerned with implementation of policies regarding the family, health care, work place and social issues (HSM, 2006). Taxation agencies are integrated in HMDF with a focus on tax revenue within the State of Hessen (HMDF, 2006).

The third and fourth case studies reflect ICT change agents’ behaviour within six banks in Australia and Germany.

The third case study, “The role of an ICT change agent in ICT diffusion within technology projects in Australian banks”, seeks to examine the behaviour of twelve change agents who have initiated, managed or diffused ICT innovation for the Australia and New Zealand Banking Group (ANZ), Commonwealth Bank of Australia (CBA) and National Australia Bank (NAB) within the State of Victoria in Australia. According to Hunt and Terry (2005, p. 68) the ANZ, CBA and NAB are the biggest “Australian-owned banks” in Australia. All three banks provide similar financial products and services in the following summarised promotional information: ANZ focuses on retail banking, regional and rural banking, mortgages, consumer finance (credit cards), banking products (consumer transaction), investment and insurances (ANZ, 2006).

CBA provides services in retail, premium, business and institutional banking, funds management, superannuation, general and life insurances, broking services and finance company activities (CBA, 2006). NAB serves customers with financial products such as credit cards, loans & leasing, savings & transactions, insurances & superannuation, investment and financial planning (NAB, 2006).

The fourth case study, “The role of an ICT change agent in ICT diffusion within technology projects in German banks” focuses on twelve change agents who have initiated, managed or diffused ICT innovation for the largest German banks (Association of German Banks, 2006), namely, Deutsche Bank (DB), Commerzbank (CB) and Dresdner Bank (DreBa) within the State of Hessen in Germany. DB focuses

on global markets, global banking, private & business clients, private wealth management and asset management (DB, 2006). The primary focus of global markets is on trading, foreign exchange and money markets. Global banking provides products and services regarding asset finance and leasing, commercial real estate and debt capital markets. DB offers various financial products and services for private and business customers. Private wealth management includes a combined portfolio of products and services towards finance and estate planning. Asset management introduces the mix of equities, bonds and real estate products. CB primarily focuses on retail banking and corporate banking (information management, cash & treasury, investment, payments) in Germany and Europe (CB, 2006). DreBa covers the sphere from private banking, wealth management, corporate financial portal (payment services, asset management, insurances, guidance on occupation pensions) to investment banking (DreBa, 2006).