How Employees Experience Digital Transformation: A Dynamic And Multi-Layered Sensemaking Perspective

Authors Annemiek H.T. van der Schaft, Xander Lub, Omar N. Solinger, Beatrice van der Heijden
Published in Journal of Hospitality & Tourism research
Publication date 2022
Research groups Organisations in Digital Transition
Type Article


The capacity to deal with digital transformation is a valuable asset for established organizations, and employees play a crucial role in this process. This study contributes to the understanding of employees’ sensemaking of digital transformation in the tour operating industry. Using prior digital transformation research, construal-level theory (CLT), and dynamic change perspectives, our scholarly work focuses on the complexities of organizational change in a digital transformation context. Although employees generally support digital transformation, our findings show that their perceptions change over time across a range of specific challenges experienced during the employee change journey. Our findings stress the importance of adopting a social exchange lens in digital transformation knowledge as this represents deep structure change that might cause well-designed transformation processes to fail. Implications for hospitality and tourism management are discussed.

On this publication contributed

  • Xander Lub
    Xander Lub
    • Professor
    • Research group: Organisations in Digital Transition

Language English
Published in Journal of Hospitality & Tourism research
Key words Digital Transformation
Digital Object Identifier 10.1177/10963480221123098