This research aims to deepen our understanding of the detailed process of technologies and organisational routines change by adopting the sociomaterial imbrication framework. We present some findings from an ongoing case study of a Vietnamese hotel where employees use smartphones as an important part of their service performance management practice. By focusing our analysis on sociomaterial imbrications under different sets of affordances and constraints, we show how smartphone and big data based service performance measures can be used in the enactment of control process both self-control and as a monitoring tool over employees. We make two main contributions. First, we extend Scott and Orlikowski’s (2012) work on online accountability in Travel 2.0 to specifically identify and explain how hotels use big data generated from Travel 2.0 and other sources to measure and manage service performance. Second, we contribute to existing research on smartphones at workplaces by providing a detailed illustration of how smartphones can become incorporated into service performance illustrated using the case study.
Chai, Sung Hwan; Nicholson, Brian; Scapens, Robert; and Yang, ChunLei, "Analysing Sociomaterial Imbrication: Smartphone and Big Data in Hotel’s Service Performance Measurement and Management (22)" (2017). UK Academy for Information Systems Conference Proceedings 2017. 84.