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Linking Technological Frames to Social Media Implementation: An International Study of Hotels
Högskolan Väst, Institutionen för ekonomi och it, Avd för företagsekonomi. (LINA)ORCID-id: 0000-0002-1435-1632
Högskolan Väst, Institutionen för ekonomi och it, Avd för företagsekonomi. (LINA)ORCID-id: 0000-0002-1991-4588
2018 (Engelska)Ingår i: Information and Communication Technologies in Tourism 2018: Proceedings of the International Conference in Jönköping, Sweden, January 24-26, 2018, Cham: Springer, 2018, s. 270-282Konferensbidrag, Publicerat paper (Refereegranskat)
Abstract [en]

Social media have transformed the hospitality and tourism industry and affected how customers interact and take decisions, but have also affected organisations’ business strategies and processes. Prior research has shown that a key understanding of IT implementation in organisations is how individuals adopt, use and make sense of technologies. Despite the increased use of social media in hotel organisations there is a research gap and little is known about how individuals’ sense-making affects organisational use over time. The aim of the present study is to contribute to the research field by using Orlikowski and Gash’s (ACM Trans Inf Syst 12(2):174–207, 1994) framework of Technological Frames. The interpretative case study follows social media use in 14 hotel organisations within an international hotel chain in seven European countries over four years. The study finds incongruence and lack of dominant frames and discusses the related organisational implications.

Ort, förlag, år, upplaga, sidor
Cham: Springer, 2018. s. 270-282
Nyckelord [en]
Technological frames, Social media, Hotel organisations, Case study
Nationell ämneskategori
Systemvetenskap, informationssystem och informatik med samhällsvetenskaplig inriktning
Forskningsämne
SAMHÄLLSVETENSKAP, Informatik
Identifikatorer
URN: urn:nbn:se:hv:diva-11981DOI: 10.1007/978-3-319-72923-7_21ISBN: 978-3-319-72922-0 (tryckt)OAI: oai:DiVA.org:hv-11981DiVA, id: diva2:1174666
Konferens
International Conference in Jönköping, Sweden, January 24-26, 2018
Anmärkning

First Online: 23 December 2017

Tillgänglig från: 2018-01-16 Skapad: 2018-01-16 Senast uppdaterad: 2018-12-18Bibliografiskt granskad
Ingår i avhandling
1. Persistent Digital Service Encounters: Challenges of organizational use of social media in a hotel chain
Öppna denna publikation i ny flik eller fönster >>Persistent Digital Service Encounters: Challenges of organizational use of social media in a hotel chain
2018 (Engelska)Doktorsavhandling, sammanläggning (Övrigt vetenskapligt)
Abstract [en]

The emergence of social media has in many ways changed how individuals interact, communicate and also consume online. Due to the massive, world wide use of social media, organizations are starting to use social media in order to be present where their customers are. Earlier research has studied social media from different, rather fragmented perspectives such as social media use for marketingor for internal communication. However, research on the organizational implications and challenges from a more general organizational social media use is lacking. This thesis explores organizational implications and challenges of social media use over time. Hence the focus lies on both internal and external organizational activities related to social media use. The consequences of social media have been particularly striking in service industries, e.g. banks, restaurants and travel agencies. Social media has fundamentally changed how we (can) buy services, and also how service is provided. For example, we can ask a question or make a complaint directly on a specific social media platform. Hence, social media have had implications for the relationship between service organizations and their customers and thus changed the context in which service is delivered and experienced. The service encounter, i.e., the actual meeting between the customer and employees, has come to take place on social media platforms. The expansion of social media has affected the hotel industry in several ways. Hotel guests are using social media platforms in order to review and share experiences about hotels, and hotel organizations use social media to keep up with competitors and customer demands. The aim of this thesis is to describe and understand the challenges social media use brings to organizations in the service industry, inparticular hotel organizations. The following research question is addressed:Why and how does the use of social media platforms represent organizational challenges? The empirical data focuses on the introduction and use of social media in one international hotel chain over a four-year period. Furthermore, data was collected from other, independent hotels. The empirical data was collected through interviews, online observations, workplace observations and written documents. VIIIA multifaceted theoretical framework was used, including the Technology-Organization-Environment framework, the concept of technological frames, andthe concepts of functional simplification and closure. These theoretical frameworks capture the drivers behind organizational social media use and how individual employees interpret and use social media, but also how social media attributes create the need for new organizational routines and management of social media content created outside organizational boundaries.The analysis illustrates how social media use creates challenges for the studied organizations. Five main organizational challenges have been identified: the nature of social media versus organizational structure: how organizations and individuals make sense of social media over time; how private use of social mediahas implications for professional use; how social media creates stretched service encounters; and pseudo-relationships and roboticization of service

Ort, förlag, år, upplaga, sidor
Trollhättan: University West, 2018. s. 119
Serie
PhD Thesis: University West ; 22
Nyckelord
Organizational social media, IT change, IT use, hospitality, digital service encounters
Nationell ämneskategori
Systemvetenskap, informationssystem och informatik med samhällsvetenskaplig inriktning
Forskningsämne
SAMHÄLLSVETENSKAP, Informatik; Arbetsintegrerat lärande
Identifikatorer
urn:nbn:se:hv:diva-12321 (URN)978-91-87531-96-5 (ISBN)978-91-87531-95-8 (ISBN)
Disputation
2018-06-08, Entre AIL, Högskolan Väst, Trollhättan, 13:15 (Svenska)
Opponent
Handledare
Tillgänglig från: 2018-05-18 Skapad: 2018-05-18 Senast uppdaterad: 2018-05-18

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Högberg, KarinOlsson, Anna Karin

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