Onderzoeksnotitie: Handhelds en arbeidsdeling in Nederlandse horecabedrijven

Abstract

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.