Managers’ Lived Experience with Technology in the Mortgage Industry, During the COVID-19 Pandemic

Abstract

This research paper aimed to explore how managers describe their experiences of technology usage within the mortgage industry during the COVID-19 pandemic. The study used a purposive sampling technique with eight participants who were mortgage industry managers over the age of 25 and had at least five years of experience managing during and after the pandemic. Data collection involved 60-90 minute semi-structured interviews, and Leavitt’s Diamond, a system model developed by Harold Leavitt in 1965, was used to create the four central themes of Structure, Technology, Tasks, and People. The Giorgi five-step descriptive phenomenological approach was used for eidetic analysis, which allowed for a reduction of the main constituents and their connections. The study’s findings can contribute to mortgage management with technology and offer insight into how managers, structures, technologies, and tasks integrate to increase sustainability.