Hotel digital intelligence capability: dimension exploration and scale development
Yuelei Dong, Meng Wang · Journal of Hospitality and Tourism Technology · 2025
Purpose This study aims to explore the dimensional structure of hotel digital intelligence capability and develop a measurement scale. Design/methodology/approach This study adopts qualitative and quantitative approaches to conduct an exploratory inquiry into the structural dimensions of hotel digital intelligence capability with the help of grounded theory. Based on this, several questionnaires were developed to test the measurement scale and verify its validity. Findings The results reveal that hotel digital intelligence capability comprises four dimensions: data collection and processing capability, customer service personalization capability, digital intelligence decision support capability and sustainable development capability. The measurement scale consists of four factors and 13 items, with reliability and validity tests demonstrating ideal levels. Originality/value This study not only provides a new perspective to understand hotel digital intelligence capability but also develops a corresponding measurement scale, laying a solid theoretical basis for hotel managers to scientifically evaluate this capability to achieve sustainable competitive advantage.