Imbrications of IT and hospitality organizations

Dan Wang; Jigang Wang; Zheng Xiang

doi:10.1016/j.annale.2021.100021

Imbrications of IT and hospitality organizations

Dan Wang, Jigang Wang, Zheng Xiang

Research output: Journal article publication › Journal article › Academic research › peer-review

17 Citations (Scopus)

Abstract

The impact of information technology (IT) on the hospitality and tourism industry has been extensively documented in the last two decades. However, what happens during the adoption process and to the organization over time due to changes in IT is unclear. This study applies the lens of “imbrication,” stemming from Giddens' theory of structuration, to examine the interactions between a casino resort in Macau, China and the use of customer relations management systems over 20 years (1997–2017). The processes of imbrications of IT and people reveal the social construction of reality. This paper expands our scope of knowledge on organizations' integration of IT by offering a window into the complex, recurrent nature of IT adoption in hospitality and tourism industry.

Original language	English
Article number	100021
Journal	Annals of Tourism Research Empirical Insights
Volume	2
Issue number	2
DOIs	https://doi.org/10.1016/j.annale.2021.100021
Publication status	Published - Nov 2021

Keywords

Adoption
CRM systems
Hospitality industry
Imbrication
Information technology
Organizational change

ASJC Scopus subject areas

Geography, Planning and Development
Tourism, Leisure and Hospitality Management
Marketing
Sociology and Political Science

More information

10.1016/j.annale.2021.100021

http://hdl.handle.net/10397/93217

Cite this

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AB - The impact of information technology (IT) on the hospitality and tourism industry has been extensively documented in the last two decades. However, what happens during the adoption process and to the organization over time due to changes in IT is unclear. This study applies the lens of “imbrication,” stemming from Giddens' theory of structuration, to examine the interactions between a casino resort in Macau, China and the use of customer relations management systems over 20 years (1997–2017). The processes of imbrications of IT and people reveal the social construction of reality. This paper expands our scope of knowledge on organizations' integration of IT by offering a window into the complex, recurrent nature of IT adoption in hospitality and tourism industry.

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KW - Hospitality industry

KW - Imbrication

KW - Information technology

KW - Organizational change

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Imbrications of IT and hospitality organizations

Abstract

Keywords

ASJC Scopus subject areas

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