Strategies for Enhancing Digital Resilience Among Frontline Employees
Keywords:
Digital resilience, frontline employees, qualitative research, organizational support, coping strategies, workplace adaptation, digital transformationAbstract
This study aimed to explore the strategies frontline employees in Tehran use to develop and sustain digital resilience in response to ongoing technological changes in their work environments. A qualitative research design was adopted using semi-structured interviews with 26 frontline employees from various sectors in Tehran. Participants were selected through purposive sampling and data collection continued until theoretical saturation was achieved. The interviews focused on participants’ adaptive behaviors, coping strategies, and organizational experiences related to digital transitions. All interviews were transcribed verbatim and analyzed thematically using NVivo software, applying Braun and Clarke’s six-phase method for thematic analysis. Three main themes emerged from the analysis: individual adaptation mechanisms, organizational support structures, and social and peer-based coping strategies. Participants reported using strategies such as cognitive flexibility, emotional regulation, and self-initiated learning to manage digital disruptions. Organizational factors including accessible technical infrastructure, responsive leadership, and inclusive planning were identified as key enablers of resilience. Social supports, including peer mentorship and shared humor, also played a significant role in reducing digital fatigue and enhancing confidence. Thematic patterns revealed that digital resilience is not only an individual trait but also a socially distributed and context-dependent phenomenon influenced by workplace climate, leadership engagement, and interpersonal dynamics. Digital resilience among frontline employees is shaped by a complex interplay of personal, organizational, and social factors. To enhance resilience, organizations must go beyond technical training to foster emotionally intelligent leadership, peer learning cultures, and inclusive digital transformation strategies. A holistic approach that supports both psychological well-being and technical competence is essential for preparing frontline employees to thrive in digitally evolving work environments.
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