A cooperative social platform to elevate cooperation to the next level - The case of a hotel chain: Short paper

Abstract

This paper presents a cooperative social platform which was developed to accommodate the needs of a hotel chain. The web-based platform aims at interconnecting strategic functions that previously required the use of various tools that lacked interoperability. The platform encourages isolated managers of the hotel chain to interact and actively participate in the strategy formation and implementation. It provides novel functions that enhance the collective intelligence within the hotel chain, as well as enables the dynamic 'sensing' and 'acting' upon customer feedback. Results from the case study show that the platform enhanced bottom-up change and increased the pace of innovation, while the hotel chain became more cohesive and demonstrated evidence of 'self-organization'. © 2013 Springer-Verlag.