An Asian Airline Implementation of Smartphone Collaboration: From Training to Operations

스마트폰을 활용한 항공사의 협업 사례 연구: 훈련 기간과 운영 기간의 차이 분석

  • Dionne, Dante (Bushido Management) ;
  • Schutz, Douglas M. (Talent Management, Citizens Bank) ;
  • Kim, Yong-Young (Division of International Business, Konkuk Univerisity)
  • Received : 2018.07.12
  • Accepted : 2018.10.20
  • Published : 2018.10.28


In order to provide quality services across international airports, airline personnel must rapidly and effectively develop and share knowledge. Combining components of adaptive structuration theory (AST) and media synchronicity theory (MST), a research framework was developed to convey three distinct stages of knowledge sharing. We use the grounded theory research method for the qualitative data collected from audio transcripts of employees learning how to use and work with company issued smartphones with push-to-talk functionalities. Data was collected from 33 operations personnel. The results of the content analysis are recorded for the elements of each of the three concepts of our research framework. During the social interaction stage, the content of the audio conversations shifts mainly from conflict management to task management; for media synchronicity, from quality to quantity; for productive outcomes, from efficiency to commitment. New insights are uncovered from our analysis of data from the field as users advance from learning how to use the mobile devices, to using the devices for managing knowledge for their work in the airline industry.


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