Technology-enabled division of labour: the use of handhelds

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 "sub 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.