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.
| Original language | English |
|---|---|
| Title of host publication | Research Handbook on Accounting and Information Systems |
| Editors | Julia Smith |
| Place of Publication | Cheltenham |
| Publisher | Edward Elgar |
| Chapter | 12 |
| Pages | 194–208 |
| Number of pages | 16 |
| ISBN (Electronic) | 9781802200614 |
| ISBN (Print) | 9781802200614 |
| DOIs | |
| Publication status | Published - 15 Feb 2024 |
Keywords
- TripAdvisor
- performance measurement and management
- sociomateriality
- digital platforms
- hotels