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Technostress Among Hotel Employees: a Longitudinal Study of Social Media as Digital Service Encounters
University West, School of Business, Economics and IT, Division of Real Estate, Economics and Society. (LINA)ORCID iD: 0000-0002-1435-1632
2021 (English)In: Information and Communication Technologies in Tourism 2021 / [ed] Wörndl W., Koo C., Stienmetz J.L., Springer International Publishing , 2021, p. 70-82Conference paper, Published paper (Refereed)
Abstract [en]

The increasing implementation of digital technologies in organizations such as social media platforms is fundamentally transforming the nature of services encounters [1, 2], not least in the hospitality industry. This causes new ways of working for hotel employees, causing disruption in service routines and work tasks. There are few qualitative studies that are focusing on the hospitality industry and technostress. The present study focus on technostress among employees in an international hotel chain. Data have been collected in eight European countries over a period of seven years. The Person-Technology fit model is used in order to identify and analyze stressors and strains deriving from social media use. The results indicate that techno stressors such as work overload, work-life conflict, and changing algorithms creates negative stressors. The study makes a theoretical contribution to technostress research in the Information Systems research as well as the hospitality research field by uncovering negative stressors and strains created over time.

Place, publisher, year, edition, pages
Springer International Publishing , 2021. p. 70-82
Keywords [en]
Technostress, Social media, Digital service encounters, Hotel organizations
National Category
Information Systems, Social aspects
Research subject
Work Integrated Learning
Identifiers
URN: urn:nbn:se:hv:diva-18070DOI: 10.1007/978-3-030-65785-7_6ISBN: 978-3-030-65784-0 (print)ISBN: 978-3-030-65785-7 (electronic)OAI: oai:DiVA.org:hv-18070DiVA, id: diva2:1629967
Conference
Information and Communication Technologies in Tourism 2021
Available from: 2022-01-19 Created: 2022-01-19 Last updated: 2022-02-08Bibliographically approved

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Högberg, Karin

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf