Abstract:Using the task pool model and data from 15 establishments in the Dutch hospitality industry, this study shows how and why applying handhelds affects the division of labour. These devices allow to split the waiters' jobs into separate tasks which tend to be combined into two separate "s ub jobs": the "palmtopper" and the "runner". Whereas handhelds are not necessary for creating separate waiting jobs, the technology enables to create conditions under which it becomes attractive for management to opt for an increased division of labour. We show the contingent conditions and underlying mechanisms which explain why certain choices prevail.Keywords: case study; division of labour; electronic ordering systems; e-fi nance; handhelds; hospitality industry; mobile payment systems; the Netherlands; social voluntarism; technological determinism.Reference to this paper should be made as follows: Benders, J., Schouteten, R. and de Ruijsscher, C. (2012)

Handhelds and technology-enabled division of labour in Dutch hospitality industry Handhelds and technology-enabled division of labour in Dutch hospitality industry This study shows how and why the application of handhelds in the hospitality industry works an increased division of labour into the hand. It is based on interviews and observations in 15 establishments (bars and restaurants) in Dutch hospitality industry.Handhelds allow for splitting tasks that were previously combined in a waiter’s job into two separate jobs: the “palmtopper” and the “runner”. Although this increased division of labour results in most cases, it is not always realized. Thus, the new technical system creates the conditions under which it becomes in many circumstances attractive for management to opt for separated jobs. This study shows the contingent conditions and underlying mechanisms which explain why certain choices prevail.