Big data management capabilities in the hospitality sector: service innovation and customer generated online quality ratings

Shamim, Saqib, Yang, Yumei, Ul Zia, Najam and Shah, Mahmood (2021) Big data management capabilities in the hospitality sector: service innovation and customer generated online quality ratings. Computers in Human Behavior, 121. p. 106777. ISSN 0747-5632

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Official URL: https://doi.org/10.1016/j.chb.2021.106777

Abstract

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.

Item Type: Article
Additional Information: Funding information: The authors also acknowledge the financial support provided by the Internal Grant Agency (IGA/FaME/2021/006) of Faculty of Management and Economics through Tomas Bata University in Zlın, Czech Republic.
Uncontrolled Keywords: Big data management, dynamic capabilities, service innovation, knowledge creation, customer generated online quality rating, hospitality
Subjects: G400 Computer Science
G500 Information Systems
G900 Others in Mathematical and Computing Sciences
Department: Faculties > Business and Law > Newcastle Business School
Depositing User: Rachel Branson
Date Deposited: 15 Mar 2021 12:17
Last Modified: 31 Jul 2021 16:45
URI: http://nrl.northumbria.ac.uk/id/eprint/45694

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