Purpose

The purpose of this study is to explore how hotels evolve their dynamic capabilities to adjust their technology-based strategy to improve performance and to gain competitive productivity (CP) during the COVID-19 pandemic and in the aftermath.

Design/methodology/approach

In-depth interviews with hoteliers were conducted to unveil their dynamic capabilities amid the pandemic as regard adjustments and performance of self-service technology (SST)-based strategies. Thematic analysis was used to analyze the data.

Findings

Data analysis revealed four types of dynamic capabilities (i.e. sensing, learning, integrating and coordinating capabilities). Equipped with these capabilities, hotels made minor adjustments to their SST strategies. In general, during an economic downturn, hotels refrained from introducing new SSTs. SSTs introduced before the pandemic were used more frequently and received enhanced customer feedback. The findings further revealed that the factors influencing hotels’ application of SSTs before and after the outbreak of COVID-19 remained similar.

Originality/value

This is the first research integrating CP, dynamic capabilities and strategic management process to explain how hotels adjust technological strategies to recover in a suddenly changed environment. Such a framework enables scholars and practitioners from content-oriented and process-oriented perspectives to make quick but sound strategic management decisions in adapting to turbulent environments. This timely study enriches the expertise of using technology as a recovery strategy and contributes to future research on the practical application of SSTs and crisis management.

中文翻译：

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酒店如何调整基于技术的战略以应对 COVID-19 并获得有竞争力的生产力 (CP)：战略管理流程和动态能力

目的

本研究的目的是探索酒店如何发展其动态能力，以调整其基于技术的战略，以在 COVID-19 大流行期间和之后提高绩效并获得有竞争力的生产力 (CP)。

设计/方法/方法

对酒店经营者进行了深入访谈，以揭示他们在大流行中在基于自助服务技术 (SST) 的策略的调整和性能方面的动态能力。使用专题分析来分析数据。

发现

数据分析揭示了四种动态能力（即感知能力、学习能力、整合能力和协调能力）。配备了这些功能，酒店对其 SST 策略进行了细微调整。一般而言，在经济低迷时期，酒店不会引入新的 SST。在大流行之前引入的 SST 被更频繁地使用，并获得了更多的客户反馈。研究结果进一步表明，在 COVID-19 爆发前后，影响酒店应用 SST 的因素仍然相似。

原创性/价值

这是首次将 CP、动态能力和战略管理流程相结合的研究，以解释酒店如何调整技术策略以在突然变化的环境中恢复。这样的框架使学者和从业者能够从面向内容和面向过程的角度做出快速而合理的战略管理决策，以适应动荡的环境。这项及时的研究丰富了使用技术作为恢复策略的专业知识，并有助于未来关于 SST 和危机管理实际应用的研究。