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Purpose: The development of service automation continues to underpin the travel, tourism and hospitality sectors providing benefits for both customers and service companies. The purpose of this chapter is to showcase the practice of self-service technology (SST) usage in the contemporary tourism and hospitality sectors and present a conceptual framework of customer SST adoption.

Design/Methodology/Approach: This chapter offers an examination of theory, research and practice in relation to SST usage in tourism, highlighting the benefits and drawbacks arising for both customers and service providers. Since the benefits are achieved only if SSTs gain effective adoption with customers, this chapter focuses on concepts underpinning the study of customer SST adoption. Drawing on SST adoption factors and SST customer roles, a conceptual framework of SST adoption is discussed.

Findings/Practical Implications: This chapter examines the principles and practice underpinning the usage of self-service technologies in the travel, tourism and hospitality sectors, with specific reference to customer SST roles in co-creation. The customer SST roles provide a more detailed and nuanced picture of the customer perspective on SST usage. These nuanced roles are captured in a conceptual framework which seeks to further refine the understanding of customer SST adoption.

Research Implications & Originality/Value: The framework provides a useful foundation for further research with a focus on customer empowerment in SSTs. The future development of service automation will require a balance between the delivery of a personalised and smarter customer experience and technology applications that are unobtrusive and which do not pose any ethical or privacy concerns.

The chapter analyses the role of smart grid technology in the German energy transition. Information technologies promise to help integrate volatile renewable energies (wind and solar power) into the grid. Yet, the promise of intelligent infrastructures does not only extend to technological infrastructures, but also to market infrastructures. Smart grid technologies underpin and foster the design of a “smart” electricity market, where dispersed energy prosumers can adapt, in real time, to fluctuating price signals that register changes in electricity generation. This could neutralize fluctuations resulting from the increased share of renewables. To critically “think” the promise of smart infrastructure, it is not enough to just focus on digital devices. Rather, it becomes necessary to scrutinize economic assumptions about the “intelligence” of markets and the technopolitics of electricity market design. This chapter will first show the historical trajectory of the technopolitical promise of renewable energy as not only a more sustainable, but also a more democratic alternative to fossil and nuclear power, by looking at the affinities between market liberal and ecological critiques of centralized fossil and nuclear based energy systems. It will then elucidate the co-construction of smart grids and smart markets in the governmental plans for an “electricity market 2.0.” Finally, the chapter will show how smart grid and smart metering technology fosters new forms of economic agency like the domo oeconomicus. Such an economic formatting of smart grid technology, however, forecloses other ecologically prudent and politically progressive ways of constructing and engaging with intelligent infrastructures.

While digital platforms tend to be unproblematically presented as the infrastructure of the sharing economy – as matchmakers of supply and demand – the authors argue that constituting the boundaries of infrastructures is political and performative, that is, it is implicated in ontological politics, with consequences for the distribution of responsibilities (Latour, 2003; Mol, 1999, 2013; Woolgar & Lezaun, 2013). Drawing on an empirical case study of Uber, including an analysis of court cases, the authors investigate the material-discursive production of digital platforms and their participation in the reconfiguring of the world (Barad, 2007), and examine how the (in)visibility of the digital infrastructure is mobilized (Larkin, 2013) to this effect. The authors argue that the representation of Uber as a “digital platform,” as “just the technological infrastructure” connecting car drivers with clients, is a political act that attempts to redefine social responsibilities, while obscuring important dimensions of the algorithmic infrastructure that regulates this socioeconomic practice. The authors also show how some of these (in)visibilities become exposed in court, and some of the boundaries reshaped, with implications for the constitution of objects, subjects and their responsibilities. Thus, while thinking infrastructures do play a role in regulating and shaping practice through algorithms, it could be otherwise. Thinking infrastructures relationally decentre digital platforms and encourage us to study them as part of ongoing and contested entanglements in practice.

This chapter advances an articulation of the contemporary knowledge worker as an infrastructural bricoleur. The practical and pragmatic intelligence of the contemporary knowledge worker, particularly those involved in project-based work, reflects an ability to build adaptable practices and routines, and to develop a set of working arrangements that is creative and event-laden. Like Ciborra’s octopi, workers augment infrastructures by drawing on certain forms of oblique, twisted, flexible, circular, polymorphic and ambiguous thinking until an accommodation can be found. These workers understand the non-linearity of work and working, and are artful in their pursuits around, through and beyond infrastructural givens. Modern knowledge work, then, when looked at through the lens of infrastructure and bricolage, is less a story of failure to understand, a limitation in training or the shortcomings of a system, but instead is more a mirror of the contemporary realities of today’s knowledge work drift as reflected in individuals’ sociotechnical practices.

Researchers continue to seek understanding of industrialization as a state managed process. How to create and implement new industries based on advanced knowledge is on the policy agenda of many advanced nations. Measures that promote these developments include national capacity building in science and technology, the formation of technology transfer systems, and the establishment of industrial clusters. What these templates often overlook is an analysis of use. This chapter aims to increase the understanding of the processes that embed new solutions in structures from an industrial network perspective. The chapter describes an empirical study of high-technology industrialization in Taiwan that the researcher conducts to this end. The study shows that the Taiwanese industrial model is oversimplified and omits several important factors in the development of new industries. This study bases its findings on the notions that resource combination occurs in different time and space, the new always builds on existing resource structures, and the users are important as active participants in development processes.

Scholars have examined, in various ways, the complexity of knowledge in innovation. Recently, research has begun to focus on the role of a continuous process of knowledge recombination in our understanding of a changing structure of knowledge complexity and knowledge accumulation. Furthermore, we also claim that this process may reflect changes in the underlying innovation paradigm, or in other words the arrival of the information age. Yet, little is known about how knowledge complexity is increasing in the broader context of globalization, in which the influence of a rising diversity of locational sources may feature more prominently. We consider how knowledge recombination that relies upon the global spread of innovation activities will affect our theory of the relationship through which earlier contributions to knowledge become inputs to subsequent knowledge building that generates more (or less) complex knowledge artifacts. We propose that knowledge complexity rises when recombined elements are sourced across two dimensions of distance simultaneously, namely when sources which are derived from (i) disparate knowledge fields and (ii) distinct geographic locations are combined. We thereby develop an international business perspective on knowledge complexity through recombination by better appreciating the processes that may be necessary when knowledge is combined along global value chains. We also suggest some implications for changing organizational forms by highlighting the value of connecting previously unconnected geographically distant elements, which suggests a greater potential for more informal and indirectly diffused knowledge-based connections.

Institutional ethnography (IE) is a sociology that focuses on the everyday world as problematic. As a theory/method of discovery, it focuses on how the work people do is organized and coordinated by text-mediated and text-regulated social organization. Actor-network Theory (ANT) is a theory/method that is concerned with how realities get enacted. ANT focuses on a multiplicity of human and nonhuman actors (e.g., computers, documents, and laboratory equipment) and how the relations between them are constituted and how they are made to hang together to create certain realities. In this chapter, we discuss some of the similarities and differences between IE and ANT. We begin with an overview of IE and ANT and focus on their ontological and epistemological “shifts.” We then discuss some of the similarities and differences between IE and ANT, particularly from an IE stance. In doing so, we put these approaches into dialog and allude to some of the potential benefits and pitfalls of combining these approaches.

This chapter focuses on the conflicts that have accompanied the development of Germany’s largest airport at Frankfurt/Main and examines how these conflicts are embedded in regional governance and airport planning. In the German context, the governance discourse is understood as a multi-faceted framework of actors, institutions and legislation that structures the actions of involved people.

The conflicts within this framework are structured by two aspects: the spatiality of the contested object, which results in tactical descriptions of the space involved, and an understanding of airports as parts of large technological systems which strongly influences the discourse of airport expansion. As spatial conflicts regarding large infrastructures develop over a long period of time, the chapter charts the historical evolution of the expansion conflict from the 1980s until today. It analyses the governance structure and the actor’s constellations throughout time to shed light on the use of narratives and the stability and change of pro and contra coalitions. It concludes with a critical reflection on the role of airports in the German planning system and the problems of governance in the multilevel, multi-actor environment of airports.

The chapter highlights the necessity of examining the environmental impact of airports at different scales, from neighbouring cities to the large labour market stretching up to 100km from the airport.

In the present times, volunteers constitute a critical element of the human resources (HR) of non-profit organizations. All over the world, non-profit organizations work in complex environments, which are why non-profit organizations are facing increasing pressures to adopt contemporary HR management practices, not just in terms of their paid employees, but also with respect to managing their volunteers. It is frequently believed that volunteers are central to the functioning of non-profit organizations. Volunteers perform their responsibilities for the non-profit organization only because they care about its beneficiaries; however, a vital part is played by HR in facilitating their involvement, dedication and efficiency. Previously, non-profit organizations concentrated on developing and executing their objectives for the future; however, they are now starting to accept the significance of adopting a more professional approach regarding managing the volunteers so as to accomplish those objectives. In this regard, the purpose of the chapter is to: (1) analyze the factors that encourage volunteering in non-profit organizations; (2) offer theoretical anchoring through which it can be comprehended how HR practices draw, involve and sustain volunteers; (3) describe the HR practices that are most appropriate for volunteers and (4) offer the pathway for subsequent research regarding how HR and volunteering are related to each other.