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Technostress Among Hotel Employees: a Longitudinal Study of Social Media as Digital Service Encounters
Högskolan Väst, Institutionen för ekonomi och it, Avdelningen för mäklarekonomi och samhälle. (LINA)ORCID-id: 0000-0002-1435-1632
2021 (engelsk)Inngår i: Information and Communication Technologies in Tourism 2021 / [ed] Wörndl W., Koo C., Stienmetz J.L., Springer International Publishing , 2021, s. 70-82Konferansepaper, Publicerat paper (Fagfellevurdert)
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.

sted, utgiver, år, opplag, sider
Springer International Publishing , 2021. s. 70-82
Emneord [en]
Technostress, Social media, Digital service encounters, Hotel organizations
HSV kategori
Forskningsprogram
Arbetsintegrerat lärande
Identifikatorer
URN: urn:nbn:se:hv:diva-18070DOI: 10.1007/978-3-030-65785-7_6ISBN: 978-3-030-65784-0 (tryckt)ISBN: 978-3-030-65785-7 (digital)OAI: oai:DiVA.org:hv-18070DiVA, id: diva2:1629967
Konferanse
Information and Communication Technologies in Tourism 2021
Tilgjengelig fra: 2022-01-19 Laget: 2022-01-19 Sist oppdatert: 2022-02-08bibliografisk kontrollert

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