Each of the individuals who are involved in the procedure
of electronic booking has to participate in a collective coordinated
action in order to actualise the intended purpose with
the system [4]. However, collective action is a vulnerable condition
that always implies a conflict between individual and
collective interests [5]. This conflict can be looked upon as a
dilemma, which needs to be clarified before collective action
will take place. Such dilemmas are present in users’ reflections
on advantages and disadvantages with the booking system.
At this we find it appropriate to include elements from
the theory of collective action [5,6] as an attempt to establish
a more comprehensive and detailed understanding of social
processes which is active when establishing complex sociotechnological
systems.