A quintuple-helix framework for digital transformation in community pharmacy: Evidence from Portugal
Abstract
Community pharmacies (CP) are increasingly adopting digital technologies that reshape operations, stakeholder coordination, and patient-facing services. Yet, research on digital transformation (DT) in community pharmacy remains fragmented and often lacks a management-oriented integrative framework. This study proposes and empirically explores an adapted Quintuple Helix model for DT in community pharmacy, translating the canonical helixes into five managerial dimensions: leadership and culture, technology, strategic management (including regulation), customer experience, and sustainability. We conducted eight semi-structured interviews with (i) pharmacy owners/technical directors and (ii) professionals from technology firms serving the community-pharmacy channel in Portugal. Data were analysed through theory-driven thematic coding using MAXQDA. Findings support ten operational propositions linking Enterprise Resource Planning (ERP) maturity, interoperability, cybersecurity and in compliance with the General Data Protection Regulation (GDPR), digital channels, analytics dashboards, financing strategies, and paperless/energy efficiency initiatives to service quality, operational efficiency, customer outcomes, and Environmental, Social and Governance (ESG) perception. The framework clarifies the multi-actor nature of DT in community pharmacy and offers actionable KPIs for monitoring progress. Implications are discussed for pharmacy managers, technology providers, and policymakers, alongside limitations and directions for comparative and longitudinal research.
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