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

Annemiek H. T. Van Der Schaft, Xander D. Lub, B.I.J.M. van der Heijden, Omar N. Solinger

Research output: Contribution to journalArticleAcademicpeer-review


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.
Original languageEnglish
Pages (from-to)1-18
Number of pages18
JournalJournal of Hospitality & Tourism Research
Publication statusPublished - 8 Sept 2022


  • construal-level theory
  • digital transformation
  • employee change journey
  • temporal organizational change
  • tour operating industry


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