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Digital platforms in a hotel's performance measurement and management: a sociomateriality perspective

In: Research Handbook on Accounting and Information Systems

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  • Sung Hwan Chai

Abstract

This chapter looks at how TripAdvisor interacts with hotel performance measurement and management practices. The primary data is collected from a case study of a luxury hotel resort located in Vietnam. The chapter examines the relationship between TripAdvisor and performance measurement and management through a sociomateriality perspective. Despite the resistance and distrust from different groups of users in the case organisation, for example, service employees, and the senior management team, we identified that user-generated information from TripAdvisor was integrated into existing PMM practice, giving rise to alternative ways of interacting with the guests.

Suggested Citation

  • Sung Hwan Chai, 2024. "Digital platforms in a hotel's performance measurement and management: a sociomateriality perspective," Chapters, in: Julia A. Smith (ed.), Research Handbook on Accounting and Information Systems, chapter 12, pages 194-208, Edward Elgar Publishing.
    • Handle: RePEc:elg:eechap:20914_12
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    File URL: https://www.elgaronline.com/doi/10.4337/9781802200621.00023
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