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Big data management capabilities in the hospitality sector: Service innovation and customer generated online quality ratings
Computers in Human Behavior ( IF 8.957 ) Pub Date : 2021-03-17 , DOI: 10.1016/j.chb.2021.106777
Saqib Shamim , Yumei Yang , Najam Ul Zia , Mahmood Hussain Shah

Despite the wide usage of big data in tourism and the hospitality sector, little research has been done to understand the role of organizations’ capability of managing big data in value creation. This study bridges this gap by investigating how big data management capabilities lead to service innovation and high online quality ratings. Instead of treating big data management as a whole, we access big data management capabilities at the strategic and operational level. Using a sample of 202 hotels in Pakistan, we collected the primary data for big data capabilities, knowledge creation and service innovation; the secondary data about quality rating were collected from Booking.com. Structural equation modelling through SmartPLS was used for data analysis. The results indicated that big data management capabilities lead to high online quality ratings through the mediation of knowledge creation and service innovation. We contribute to the current literature by empirically testing how strategic level big data capabilities enable the firm to add value in innovativeness and positive online quality ratings through acquiring, contextualizing, experimenting and applying big data.



中文翻译:

酒店业的大数据管理能力:服务创新和客户生成的在线质量评级

尽管在旅游业和酒店业中大数据的广泛使用,但很少有研究了解组织在价值创造中管理大数据的能力的作用。这项研究通过调查大数据管理功能如何导致服务创新和高在线质量评级来弥合这种差距。我们没有将大数据管理视为一个整体,而是在战略和运营级别上使用大数据管理功能。我们以巴基斯坦的202家酒店为样本,收集了有关大数据功能,知识创造和服务创新的主要数据;有关质量评级的辅助数据是从Booking.com收集的。通过SmartPLS进行的结构方程建模用于数据分析。结果表明,大数据管理功能通过知识创造和服务创新的中介而导致较高的在线质量评级。我们通过经验性测试战略水平的大数据功能如何使公司通过获取,情境化,实验和应用大数据来增加创新性和积极的在线质量评级,从而为当前文献做出贡献。

更新日期:2021-03-22
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