IDEAS home Printed from https://ideas.repec.org/a/spr/infott/v21y2019i2d10.1007_s40558-019-00141-6.html
   My bibliography  Save this article

Framing organizational social media: a longitudinal study of a hotel chain

Author

Listed:
  • Karin Högberg

    (University West)

  • Anna Karin Olsson

    (University West)

Abstract

The development of social media in the past decade has transformed the hospitality and tourism industry. There is, however, limited empirical research on how individual employees and groups of employees within organizations make sense of new technology, such as social media, over time. In this paper we focus on the individual and organizational level by exploring how hotel employees and managers make sense of organizational social media over a 4-year period. The perceived usefulness of social media is studied in an organizational setting by applying technological frames as a theoretical framework. The study is a longitudinal case study that includes time both during and after the implementation of social media in an international hotel chain in Europe. A total of 37 in-depth qualitative interviews were conducted at 14 hotels as well as additional observations on site and on social media platforms. The study contributes to existing literature by investigating organizational social media use over time.

Suggested Citation

  • Karin Högberg & Anna Karin Olsson, 2019. "Framing organizational social media: a longitudinal study of a hotel chain," Information Technology & Tourism, Springer, vol. 21(2), pages 209-236, June.
    • Handle: RePEc:spr:infott:v:21:y:2019:i:2:d:10.1007_s40558-019-00141-6
    DOI: 10.1007/s40558-019-00141-6
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s40558-019-00141-6
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s40558-019-00141-6?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Sinan Aral & Chrysanthos Dellarocas & David Godes, 2013. "Introduction to the Special Issue ---Social Media and Business Transformation: A Framework for Research," Information Systems Research, INFORMS, vol. 24(1), pages 3-13, March.
    2. Roberta Minazzi, 2015. "Social Media Marketing in Tourism and Hospitality," Springer Books, Springer, edition 127, number 978-3-319-05182-6, December.
    3. Richard A. Bettis & C. K. Prahalad, 1995. "The dominant logic: Retrospective and extension," Strategic Management Journal, Wiley Blackwell, vol. 16(1), pages 5-14.
    4. Kaplan, Andreas M. & Haenlein, Michael, 2010. "Users of the world, unite! The challenges and opportunities of Social Media," Business Horizons, Elsevier, vol. 53(1), pages 59-68, January.
    5. Abhay Nath Mishra & Ritu Agarwal, 2010. "Technological Frames, Organizational Capabilities, and IT Use: An Empirical Investigation of Electronic Procurement," Information Systems Research, INFORMS, vol. 21(2), pages 249-270, June.
    6. C. K. Prahalad & Richard A. Bettis, 1986. "The dominant logic: A new linkage between diversity and performance," Strategic Management Journal, Wiley Blackwell, vol. 7(6), pages 485-501, November.
    7. Jonathan I. Klein, 1989. "Parenthetic Learning in Organizations: Toward the Unlearning of the Unlearning Model," Journal of Management Studies, Wiley Blackwell, vol. 26(3), pages 291-308, May.
    8. Raymond F. Zammuto & Terri L. Griffith & Ann Majchrzak & Deborah J. Dougherty & Samer Faraj, 2007. "Information Technology and the Changing Fabric of Organization," Organization Science, INFORMS, vol. 18(5), pages 749-762, October.
    9. Sparks, Beverley A. & Browning, Victoria, 2011. "The impact of online reviews on hotel booking intentions and perception of trust," Tourism Management, Elsevier, vol. 32(6), pages 1310-1323.
    10. Xiang, Zheng & Du, Qianzhou & Ma, Yufeng & Fan, Weiguo, 2017. "A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism," Tourism Management, Elsevier, vol. 58(C), pages 51-65.
    11. Viglia, Giampaolo & Pera, Rebecca & Bigné, Enrique, 2018. "The determinants of stakeholder engagement in digital platforms," Journal of Business Research, Elsevier, vol. 89(C), pages 404-410.
    12. Chaves, Marcirio Silveira & Gomes, Rodrigo & Pedron, Cristiane, 2012. "Analysing reviews in the Web 2.0: Small and medium hotels in Portugal," Tourism Management, Elsevier, vol. 33(5), pages 1286-1287.
    13. Karl E. Weick & Kathleen M. Sutcliffe & David Obstfeld, 2005. "Organizing and the Process of Sensemaking," Organization Science, INFORMS, vol. 16(4), pages 409-421, August.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Ninik Sri Rahayu & Masduki & E. R. Nur Ellyanawati, 2023. "Women entrepreneurs’ struggles during the COVID-19 pandemic and their use of social media," Journal of Innovation and Entrepreneurship, Springer, vol. 12(1), pages 1-17, December.
    2. Shuyue Huang & Lena Jingen Liang & Hwansuk Chris Choi, 2022. "How We Failed in Context: A Text-Mining Approach to Understanding Hotel Service Failures," Sustainability, MDPI, vol. 14(5), pages 1-18, February.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ashish K. Rathore & Arpan K. Kar & P. Vigneswara Ilavarasan, 2017. "Social Media Analytics: Literature Review and Directions for Future Research," Decision Analysis, INFORMS, vol. 14(4), pages 229-249, December.
    2. Lin, Xiaolin & Kishore, Rajiv, 2021. "Social media-enabled healthcare: A conceptual model of social media affordances, online social support, and health behaviors and outcomes," Technological Forecasting and Social Change, Elsevier, vol. 166(C).
    3. Martens, Rudy & Matthyssens, Paul & Vandenbempt, Koen, 2012. "Market strategy renewal as a dynamic incremental process," Journal of Business Research, Elsevier, vol. 65(6), pages 720-728.
    4. Yucheng Zhang & Zhiling Wang & Lin Xiao & Lijun Wang & Pei Huang, 2023. "Discovering the evolution of online reviews: A bibliometric review," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-22, December.
    5. Jean-Philippe Denis & Frank Tannery, 2002. "L'architecture des systèmes de contrôle de la stratégie dans les groupes," Revue Finance Contrôle Stratégie, revues.org, vol. 5(3), pages 69-114, September.
    6. Müller-Stewens, Günter & Stonig, Joachim, 2023. "Auf dem Weg zum Stakeholder-Kapitalismus: Merkmale und Konsequenzen einer sich verändernden institutionellen Logik," Die Unternehmung - Swiss Journal of Business Research and Practice, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 77(4), pages 316-333.
    7. Rydén, Pernille & Ringberg, Torsten & Wilke, Ricky, 2015. "How Managers' Shared Mental Models of Business–Customer Interactions Create Different Sensemaking of Social Media," Journal of Interactive Marketing, Elsevier, vol. 31(C), pages 1-16.
    8. Ying Guo & Xiantao Xiao, 2022. "Author-level altmetrics for the evaluation of Chinese scholars," Scientometrics, Springer;Akadémiai Kiadó, vol. 127(2), pages 973-990, February.
    9. Tongyu Meng & Jamie Newth & Christine Woods, 2022. "Ethical Sensemaking in Impact Investing: Reasons and Motives in the Chinese Renewable Energy Sector," Journal of Business Ethics, Springer, vol. 179(4), pages 1091-1117, September.
    10. Natalia Levina & Manuel Arriaga, 2014. "Distinction and Status Production on User-Generated Content Platforms: Using Bourdieu’s Theory of Cultural Production to Understand Social Dynamics in Online Fields," Information Systems Research, INFORMS, vol. 25(3), pages 468-488, September.
    11. Brian W. Kulik & Timothy Baker, 2008. "Putting the organization back into computational organization theory: a complex Perrowian model of organizational action," Computational and Mathematical Organization Theory, Springer, vol. 14(2), pages 84-119, June.
    12. Ashish Kumar Rathore & Santanu Das & P. Vigneswara Ilavarasan, 2018. "Social Media Data Inputs in Product Design: Case of a Smartphone," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 19(3), pages 255-272, September.
    13. Tajvidi, Mina & Richard, Marie-Odile & Wang, YiChuan & Hajli, Nick, 2020. "Brand co-creation through social commerce information sharing: The role of social media," Journal of Business Research, Elsevier, vol. 121(C), pages 476-486.
    14. Josef Zelenka & Tracy Azubuike & Martina Pásková, 2021. "Trust Model for Online Reviews of Tourism Services and Evaluation of Destinations," Administrative Sciences, MDPI, vol. 11(2), pages 1-21, March.
    15. Sunyoung Hlee & Hanna Lee & Chulmo Koo, 2018. "Hospitality and Tourism Online Review Research: A Systematic Analysis and Heuristic-Systematic Model," Sustainability, MDPI, vol. 10(4), pages 1-27, April.
    16. Chung, Alexander Q.H. & Andreev, Pavel & Benyoucef, Morad & Duane, Aidan & O’Reilly, Philip, 2017. "Managing an organisation’s social media presence: An empirical stages of growth model," International Journal of Information Management, Elsevier, vol. 37(1), pages 1405-1417.
    17. Thomas Wozniak & Brigitte Stangl & Roland Schegg & Andreas Liebrich, 2017. "The return on tourism organizations’ social media investments: preliminary evidence from Belgium, France, and Switzerland," Information Technology & Tourism, Springer, vol. 17(1), pages 75-100, March.
    18. Lena Steinhoff & Denni Arli & Scott Weaven & Irina V. Kozlenkova, 2019. "Online relationship marketing," Journal of the Academy of Marketing Science, Springer, vol. 47(3), pages 369-393, May.
    19. Heidi M. J. Bertels & Murad Mithani & Siwei Zhu & Peter A. Koen, 2019. "Corporate Champions Of Early-Stage Project Proposals And The Institutionalisation Of Organisational Inertia," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 24(03), pages 1-30, May.
    20. Alessandra Storlazzi, 2009. "Market-Driven Management and Global Economies of Scale," Symphonya. Emerging Issues in Management, University of Milano-Bicocca, issue 2 Market-.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:infott:v:21:y:2019:i:2:d:10.1007_s40558-019-00141-6. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.