Star Hotels Research Articles

Deciphering consumer behaviours in the innovative hospitality settings

Purpose This study aims to analyse the antecedents and consequences of consumer participation behaviour in the hotel industry. It investigates how citizenship behaviour influences the link between participation and switching intention. It also investigates hotel innovativeness, brand identification and consumer value co-creation using the frameworks of innovation diffusion theory, social identity theory and social exchange theory. By combining different academic perspectives, the study provides a thorough grasp of the elements that influence consumer behaviour and loyalty to hospitality brands. Design/methodology/approach This study used a descriptive-analytical approach to survey 526 guests who stayed at five-star hotels affiliated with chains in Egypt. The hotels were chosen using stratified random sampling, which ensured representation across multiple segments. For practical reasons, convenience sampling techniques were used to pick research participants. To test the study hypotheses, structural equation modelling was used, which provided a strong statistical analysis to assess the correlations between variables and validate the suggested theoretical framework. Findings The research indicates that hotel innovativeness has a substantial impact on consumers’ brand identification and involvement behaviour, but not their propensity to move brands. The relationship between participation behaviours and intention to switch is mediated by consumer citizenship behaviour. Research limitations/implications The cross-sectional study methodology may not address causal linkages or developmental difficulties because it only collected data at one point in time. A longer study period is required, and the sample group’s breadth is restricted to five-star hotel guests from Egypt’s chain-affiliated hotels. Originality/value This study offers a thorough methodology for assessing how hotel innovation influences consumer brand identification. It also looks at how consumer brand identification affects involvement and switching intentions. The study also investigates the moderating influence of consumer citizenship behaviour in the link between involvement and switching intentions.

The Effects of Managers' Leadership Styles on Employee Performance in Four-Star Hotels of Arusha City Council

Employee performance in four-star hotels in Arusha has been inconsistent, partly due to varying managerial leadership styles. This study investigates the effects of these leadership styles on employee performance in Arusha City Council. The research is grounded in a positivist philosophy, utilizing a mixed-methods approach with a dominant quantitative descriptive design based on multiple linear regression. The study draws upon key leadership theories, including transformational and transactional leadership theories, and examines the impact of specific leadership styles: democratic, autocratic, and laissez-faire. Stratified random sampling was employed to ensure representation across various departments, targeting a total population of 287 employees, with a final sample size of 167 participants. Data were collected using questionnaires and analyzed through descriptive and inferential statistics with the aid of SPSS (version 20). Notable hotels included in the study are Mount Meru Hotel, Arusha Serena Hotel, and Kibo Palace Hotel. Regression analysis indicated that all leadership styles significantly affect employee performance, with democratic leadership having the most positive impact. The study concludes that contingent leadership is essential for creating a work environment conducive to better performance in four-star hotels.

Antecedents of Travel Advisories on Performance of the Hotel Industry in Kenya: A Case of Five-Star Hotels in Nairobi County

Purpose: The general objective of this study was to examine the antecedents of travel advisories on the performance of the hotel industry in Kenya by focusing on five-star hotels in Nairobi County. The specific objectives that guided the study were to examine the effect of political instability advisory, pandemic advisory and terrorism advisory on the performance of five-star hotels in Nairobi County. Methodology: The explanatory research design was employed in this study. The population of this study were the managers of five-star hotels in Nairobi County and were 426 in total. A stratified sample technique was employed in the study, while Simple Random Sampling (SRS) was used to select samples from each study stratum. The Yamane formula was applied is selecting 206 respondents who made the sample size of the study. The study used primary data that was gathered using self-administered and structured questionnaires. These questionnaires were pilot tested for reliability, and were distributed electronically for data collection. Descriptive and inferential analyses were applied during analysis and both tables and figures were used to display the findings. Findings: The results of the study showed that guest safety was a significant element for guests when choosing a destination to visit. Correlation analysis revealed that there existed a significant and negative statistical association between political instability advisory and hotel performance. The regression coefficients showed that a unit increase in political instability advisory provided resulted in a 37.7% decrease in performance of five-star hotels in Nairobi County. The outcome of the study indicated that hotels observed precipitous declines in occupancy rates during the COVID-19 pandemic. Correlation analysis showed that there existed a significant and negative statistical association between pandemic advisory and hotel performance. Regression coefficients indicated that a unit increase in pandemic advisory provided resulted in a 57.7% decrease in performance of five-star hotels in Nairobi County. The findings of the study revealed that a lack the resources had turned the attention of terrorists to target luxury hotels. Correlation analysis demonstrated that there existed a significant and negative statistical association between terrorism advisory and hotel performance. The study concludes that political incidents had a serious effect on the hotels’ performance compared to natural disasters since guest safety was a significant element when choosing a destination to visit. Unique Contribution to Theory, Policy and Practice: The study recommends the managers of five-star hotels in Nairobi County use available media both digital and traditional to provide factual information to their potential guests during times of political unrest. They need to create flexible corporate policies that would allow them to face new circumstances.

Service Encounter Front Office Di Yogyakarta Marriott Hotel

Service encounter implemented at Yogyakarta Marriott Hotel, one of the leading five-star hotels in Yogyakarta, Indonesia. Aspects such as interaction with the receptionist, room service, food and beverage service, and complaint handling were analyzed to identify their contribution to building a satisfying guest experience. The hotel utilizes modern technology and implements high service standards to improve efficiency and personalization of service. The findings indicate that the implementation of effective service encounters at Yogyakarta Marriott Hotel plays a significant role in enhancing guest satisfaction and customer loyalty. Well-trained staff, spontaneous actions, and responsive problem-solving skills contribute to creating a memorable stay experience. Efficient check-in and check-out processes, 24/7 room service, and informative concierge services are integral parts of the service encounter offered by this hotel. In addition, personalization of service and small gestures such as surprises for special moments build positive relationships with guests. The study concluded that the implementation of superior service encounters provides significant added value, strengthening the image of Yogyakarta Marriott Hotel as a premier hospitality destination in Yogyakarta. The hotel successfully meets guest expectations by providing a high-quality service experience, which differentiates it from competitors in the hospitality industry.

How and when does benevolent leadership promote followers’ proactive customer service behavior?

PurposeThis study aimed to investigate the impact of benevolent leadership on proactive customer service performance by creating a moderated mediation model. The model focuses on the role of harmonious passion as a mediator in the relationship between benevolent leadership and proactive customer service performance as well as the moderating influence of proactive personality on this mediation.Design/methodology/approachThe model was tested using data from 339 immediate supervisor-subordinate pairs in eight five-star hotels in Egypt. Frontline service employees and their immediate supervisors completed separate questionnaires, and the responses were matched using identification numbers.FindingsThe results indicate that harmonious passion fully mediates the positive relationship between benevolent leadership and proactive customer service performance. Additionally, proactive personality was found to moderate the mediated relationship between benevolent leadership and proactive customer service performance through harmonious passion, such that the mediation was stronger for employees with higher proactive personalities.Research limitations/implicationsBy testing the moderated mediation model, this study contributes to our theoretical understanding of the motivational mechanism through which benevolent leadership influences proactive customer service performance.Originality/valueThis research offers initial evidence of the mediating role of harmonious passion in the positive relationship between benevolent leadership and proactive customer service performance. The moderated mediation model extends existing findings by incorporating proactive personality as a significant moderator in explaining the impact of benevolent leadership on proactive customer service performance.

Examining product quality and competitiveness via online reviews: An integrated approach of importance performance competitor analysis and Kano model

Understanding and enhancing product quality and competitiveness are vital in today's market. By leveraging the significant potential of online reviews for market-wide consumer research and strategic quality enhancement, this study introduces a novel review analytics approach that combines Importance Performance Competitor Analysis (IPCA) with the Kano model to evaluate and improve product attributes. The proposed Kano-Weighted IPCA (KWIPCA) framework assesses the importance and performance of product attributes by independently weighting positive and negative reviews according to the principles of the Kano model, while also considering multiple competitors in the market. The final output is a user-friendly, four-quadrant matrix that provides comprehensive insights into the market importance of attributes, their relative achievement, and competitors' performance distribution. This KWIPCA matrix enables the evaluation of a product's strengths and weaknesses relative to competitors, identification of critical areas needing immediate improvement, and offers strategic guidance for enhancing overall customer satisfaction. To demonstrate and validate the KWIPCA framework, a case study was conducted using 8567 reviews of 22 five-star hotels in Seoul, South Korea. The results confirm the KWIPCA's effectiveness in providing actionable insights and competitive benchmarking.

Tax Optimization of Starred Hotels as an Effort Increasing Regional Original Income in the District West Manggarai

This research aims to examine the inhibiting factors in optimizing star hotel tax on local revenue and analyze the efforts and strategies undertaken so that star hotel tax collection increases and runs optimally. This research is a qualitative descriptive study. Data was collected through interviews and strengthened by literature study. The results of the research show that there are obstacles in optimizing star hotel taxes in increasing local revenue, namely limited human resources from the West Manggarai Regency Regional Revenue Agency, both as bailiffs, appraisers and inspectors, then there is still non-compliance by star hotel taxpayers in paying and reporting the tax. The existence of these obstacles means that efforts need to be made, including: improving the quality of tax collectors, coordinating with related agencies, socializing regional regulations to taxpayers regarding star hotel taxes, and intensifying tax assessments and inspections of star hotel tax objects. Researchers also recommend strategies for optimizing star hotel taxes to increase local revenue, including: expanding the revenue base, increasing supervision, and increasing the quality and quantity of employees at the West Manggarai Regency Regional Revenue Agency.

When UBUNTU Becomes the Parameter of Tourism Sustainability

This study examines how embracing the concept of UBUNTU (I am because we are) can enhance tourism sustainability through digitalization. It highlights the interconnectedness of environmental factors and human responsibility globally. The main goal is to promote a sense of belonging to sustain tourism, utilizing digital platforms. By fostering harmony within nature and society, particularly through digital channels, the aim is to raise awareness about sustainability and mitigate the negative impacts of mass tourism. The study also seeks to conserve nature and natural resources from the adverse effects of tourism and advocate for prioritizing the preservation of nature and natural resources over commercial features, such as promoting homestays over star hotels. It emphasizes that destroying nature for development will ultimately diminish tourism appeal. Through this research, the message is conveyed that protecting nature ensures the continuity of tourism and related employment opportunities.

Performance Comparison of Random Forest (RF) and Classification and Regression Trees (CART) for Hotel Star Rating Prediction

Purpose: This study proposes to evaluate the effectiveness of Random Forest (RF) compared to Classification and Regression Trees (CART) in prediction of hotel star ratings. The objective is to identify the algorithm that provides the most reliable and accurate classification outcomes based on diverse hotel attributes in accordance with the standard categorization of star hotel categories. This is necessary due to the important role of accurate star ratings in guiding consumer choices and enhancing competitive positioning in the hospitality industry. Method: This study conducted a comprehensive dataset about Hotel in Banyumas Regency, including location, facilities, the size of rooms, type of rooms, price of rooms, and customer reviews, subjected to training through both RF and CART algorithms. Both algorithms are evaluated using accuracy, precision, recall, and F1 score. Additionally, both algorithms due to in the same preprocessing while performing hyperparameter tuning improve the efficacy of each model. Result: The results showed that RF achieved the best overall accuracy and robustness than CART across all tests conducted. Furthermore, RF also outperformed CART in classification effectiveness among classes, including enhanced precision and recall scores across multiple stars rating categories, signifying increased generalization and consistency in classification tasks. RF classifier consistently surpassed the CART classifier in terms of both accuracy and F1-score throughout all random states and test sizes, with a highest score of 0.9932 at a random state of 100 and a test size of 0.4. The most reliable results were obtained using RF with 42 random states and a test size of 0.2, resulting in an accuracy of 0.9909, precision of 1.0, recall of 1.0, and F1 score of 1.0. Simultaneously, CART shows values of 0.9818, 1.0, 1.0, and 1.0, respectively, while maintaining the same variation. This consistent performance, regardless of fluctuations, illustrates the robustness and suitability of RF for classification tasks compared to CART. Novelty: This study offered new insights about the implementation of machine learning about hotel star rating predictions using RF and CART algorithms. Also, the novelty of the collected hotel dataset used in this study. A detailed comparative analysis was also provided, contributing to the existing literature by showing the effectiveness of RF over CART for this specific application. Future studies could explore the integration of additional machine learning methods to further enhance prediction accuracy and operational efficiency in the hospitality industry.

The Communication Performance Analysis of the In Room Dining Division at Hotel “A” as the Basis for the Formation of Organizational Culture

Communication performance and organizational culture are closely related, in the process an individual's communication performance reflects their organization's culture. Every company has its organizational culture, including Hotel “A," which is one of the 5-star international hotels in Jakarta, also experiencing issues with its organizational culture. This study employs descriptive research with a qualitative approach. The method used in this research is interview with employees from the in-room dining division at Hotel “A”, that is a 2 active members of the organization. The research findings reveal problems in the communication performance at Hotel “A”. For instance, in terms of ritual performance, there is a company culture of working overtime. Additionally, in terms of passion performance, the abundance of job tasks in the in-room dining division diminishes the manager's focus, especially for unexperienced leader in a similar divisions. Social performance shows the existence of factions within the organization but with no significant impact on operations. Political performance manifests as a sense of superiority over certain groups (seniority). Lastly, enculturation performance indicates differences in training between staff levels and daily workers, creating clearer disparities. All of these issues stem from the inadequate communication performance in the in-room dining division at Hotel “A”. If left unaddressed, they may lead to demotivation, a decline in work ethic, and feelings of saturation among employees, ultimately impacting the formation of the company's culture. The researcher suggests that management and Human Resources collaborate to address these issues, fostering open communication and welcoming input to establish positive organizational culture.

The Strategic Impact of Service Quality and Environmental Sustainability on Financial Performance: A Case Study of 5-Star Hotels in Athens

This study explores the impact of guest satisfaction on the financial performance of 5-star hotels, with a focus on both service quality and environmental sustainability. The purpose of the research is to understand how improvements in key satisfaction dimensions influence hotel profitability, as measured by EBITDA, ROA, and ROE. Satisfaction was measured across SERVQAUL dimensions and the dimension of environmental sustainability. The data were analyzed using the Multicriteria Satisfaction Analysis (MUSA) method and linear regression models to determine the effect of satisfaction on financial performance. Results indicate that responsiveness is the most important factor for guests, while environmental sustainability ranks high in importance but shows lower satisfaction scores. The findings suggest that investing in both service quality and sustainability can significantly enhance a hotel’s financial returns. The study concludes that hotel managers should prioritize improvements in environmental sustainability and responsiveness to optimize guest satisfaction and financial performance.

The Effect of Service Quality and Trust on Customer Loyalty with Satisfaction as an Intervening Variable in Three Star Hotels, Palembang

This research aims to analyze the direct and indirect influence of the variables Service Quality, Trust, Satisfaction and Customer Loyalty. The method used in this research is a quantitative method with primary andsecondary data collection techniques, including observation, questionnaires and literature study. The number of respondents involved in this research was 115 people, and data collection was carried out using instruments that focused on the variables studied. Data analysis was carried out using Smart-PLS software. Based on the results showed that satisfaction has a significant influence on customer loyalty Apart from that, trust also has a significant influence on satisfaction, and the influence of trust on customer loyalty through satisfaction shows significant results. Trust and satisfaction are important factors that influence customer loyalty in three-star hotels in Palembang City. The results of this research also show that the other four variables, namely the direct influence of service quality on customer loyalty, as well as the influence of service quality on trust and satisfaction, have an insignificant influence. Therefore, to increase customer loyalty to three-star hotels in Palembang, it is necessary to look for other factors that have a stronger and more significant influence.

Exploring The Contributions Of 5-Star Hotels In Bali Indonesia, To Social Development Pillars Of The SDGs: A Descriptive Qualitative Analysis

The Sustainable Development Goals (SDGs) are a global development agenda designed to address economic, social, environmental, legal, and governance challenges. Tourism, including the hospitality industry, is a key sector highlighted within the SDGs framework. This study aims to examine the role of five-star hotels in Bali in advancing the SDGs, particularly focusing on the social development pillar. Using a descriptive qualitative method, the findings reveal that both five-star hotels in this study have implemented several relevant indicators of the SDGs' social pillar. Hotel A supports SDG 1 (No Poverty) through local employment and social security programs; SDG 2 (Zero Hunger) by distributing food packages to employees and their families; SDG 3 (Good Health and Well-being) through employee welfare programs; SDG 4 (Quality Education) via career development; and SDG 5 (Gender Equality) by promoting women in management roles. Meanwhile, Hotel B emphasizes SDG 1 through Corporate Social Responsibility (CSR) initiatives, SDG 3 by providing health insurance, SDG 4 through staff training, and SDG 5 by fostering an inclusive work environment. These findings demonstrate that the hospitality sector can contribute significantly to the SDGs in Indonesia, particularly in Bali as a major tourist destination. The measures taken by these hotels can serve as a model for sustainable social development practices within the hospitality industry.

Eco-Leadership in Action: Integrating Green HRM and the New Ecological Paradigm to Foster Organizational Commitment and Environmental Citizenship in the Hospitality Industry

The 21st century has spotlighted environmental sustainability in global discourse, urging businesses to act responsibly amidst climate change and resource depletion. This study explores the role of green human resource management (GHRM) in fostering the New Ecological Paradigm (NEP) among employees, enhancing organizational commitment (OC), and promoting organizational citizenship behavior towards the environment (OCBE) within the hospitality industry. Findings demonstrate that GHRM practices, including green recruitment, training, and performance management, significantly improve environmental performance and employee engagement in sustainability initiatives. Data were collected from 382 employees working in 5-star hotels in South Korea, utilizing a structured online survey to gather insights into GHRM’s influence on NEP, OC, and OCBE. The analysis was conducted using covariance-based structural equation modeling (CB-SEM) to rigorously test the hypothesized relationships among these constructs. However, integrating GHRM with NEP presents challenges, such as aligning organizational culture with eco-centric values and overcoming resistance to change. Motivated by the urgent need for sustainability, this research underscores the necessity for integrated HRM approaches to achieve sustainability. A key motivation behind this integration is to establish a workforce that not only understands but actively champions environmental stewardship, thereby strengthening the organization’s reputation and competitive advantage. Additionally, challenges such as balancing short-term operational costs with long-term environmental goals persist, requiring strategic commitment and effective resource allocation. Recommendations include embedding sustainability in HR policies, providing comprehensive environmental training, incentivizing green initiatives, establishing robust monitoring systems, and fostering cross-departmental collaboration to reduce the ecological footprint. This study contributes to the growing body of literature on sustainable business practices and highlights the strategic importance of eco-leadership.

The Hotel Industry in China: Overview, Observations, and Future Prospects of 5-Star properties within the Chinese hotel industry

This paper examines the evolution of 5-star hotels in China, focusing on the shifting trends in design, services, and customer preferences. The study explores the impact of cultural and generational changes on luxury hotel standards, alongside the effects of the COVID-19 pandemic on hotel operations and recovery. Using industry data, personal observations, and an analysis of market trends, this research critically discusses the challenges faced by 5-star properties in maintaining uniqueness and high-quality service. The purpose of this study is to assess the status quo of luxury hotels and propose strategies for sustaining innovation and excellence in a rapidly changing hospitality landscape.

Is Business Sustainability Possible? The Moderating Role of Place of Work in the Relationship between Hotel Safety Culture, Job Satisfaction, Organizational Commitment and Customer-Oriented Behavior: A Cross-Regional Study

Safety culture is a key feature between employees’ job performance and organizational commitment. Hotel businesses are an important component of the service sector, and a customer-oriented approach in these businesses increases organizational performance. Therefore, the increased organizational commitment of employees plays an important role in the implementation of a customer-oriented approach. In this study, hotel safety culture, which is one of the important factors for business performance sustainability, is examined. In addition, the effect of hotel safety culture on job satisfaction, organizational commitment and customer-oriented behavior is examined. In this context, the research data were collected from the employees of 5-star hotels operating in Antalya and Doha through a questionnaire. The data were analyzed using PLS-SEM 4.0. As a result of the research, some significant effects were found between the variables in the hypothetical research model. Based on the results obtained, theoretically, in support of the studies in the literature, a positive relationship was found between perceived safety culture and employees’ job performance. Accordingly, as practical suggestions, it is recommended that hotel managers take measures to increase the safety culture (staff training, increasing physical measures, making warning signs visible, etc.).

AI service robots in a 4-star hotel: enhancing guest and employee experiences

ABSTRACT: Artificial intelligence (AI) has recently become a vital technology affecting several sectors, including hospitality. The expanding use of AI robots in functions previously performed by humans raises important issues — which are currently unknown — regarding how AI robotics may affect personnel and guests. This study examined guests’ and staff’s experiences with service robots in a 4-star southern Dutch hotel. The report offers the hospitality industry AI robot implementation advice. In-depth staff interviews and 4-star hotel guest surveys were completed. Data from customers and staff showed a need for service robots at the front office. This demand highlights the need for service robots at the front desk to serve leisure and business clients and to aid staff. However, both quantitative and qualitative studies imply that a tangible human welcome is still necessary, especially for leisure tourists. This study found that customers and personnel at the front office want service robots, with leisure and business guests preferring something different. These demographics perceive human connections as essential for a good visitor experience, emphasising the complexities of AI in hospitality.

Transformational Leadership and Employee Satisfaction on Employee Loyalty: The Mediating Role of Employee Engagement

Research aims: This study investigates employee loyalty among hospitality businesses despite improvements after the pandemic. It scrutinizes the influence of transformational leadership on employee satisfaction, engagement, and loyalty and assesses the mediating role of employee engagement.Design/Methodology/Approach: A quantitative design was implemented, and data were collected employing a questionnaire circulated to 261 employees. Then, the accumulated data was investigated using the Smart PLS 3.2.9 application.Research findings: The study highlights that transformational leadership affects employee loyalty while employee satisfaction does not. Employee engagement mediates the linkage between transformational leadership and employee satisfaction and loyalty. Employees need satisfaction to cover their turnover chances and remain loyal.Theoretical Contribution/Originality: The study expands the existing literature concerning the role of transformational leadership and job satisfaction in reinforcing employee loyalty. This type of study is infrequently due to its significant focus on performance.Practitioners/Policy Implications: Hotel business managers pay more attention to employee engagement in every activity. Accordingly, employee loyalty can be maintained, impacting hotel performance.Research Limitations/Implications: This study was performed on the four-star hotels. Consequently, these results cannot be fully implemented in different businesses. Various further elaborations are required to make it applicable to different sectors.

Mapping the Embarkation Haji dormitory model equivalent to a star rating hotel to empower local communities and improve the national economy

The aim of this research is to map a model for utilizing Hajj dormitories in terms of products, services, management and relevant policies, towards utilizing Hajj dormitories equivalent to star hotels through Hajj dormitory accommodation services to empower local communities and improve the national economy. Specific objective: To realize the management of Hajj dormitories equivalent to star hotels in Indonesia. Research stages: in 2024 research will be carried out on the Medan Hajj embarkation dormitory. Method: This research was carried out descriptively, qualitatively, quantitatively, with a star hotel study approach, as well as community base tourism, as a model for using Hajj dormitories on a par with star hotels. The data was analyzed using the theory of hotel and tourism quality standards, and relevant theories according to the data found at the research site. The research results show a significant value, and equivalently the star hotel rating according to the Ministry of Tourism and Creative Economy no. 53/2013 shows the results, namely: 1). Product with a score of 429, out of 118 elements assessed, 2). Service with a score of 83 out of 31 elements assessed. , 3). Management with a score of 79 out of 20 elements assessed. Fulfillment just needs to improve 9 elements of the standard target score of 600 according to the business requirements for star hotel ratings. The suggestions are: fulfillment of the annual budget needs to be increased to improve product standards, services, training, competency tests, and direct employee involvement, as well as local community empowerment needs to be maximized.

The Influence of Strategic Human Resource Practices and Ethical Leadership on Organizational Performance of Star Hotels: Mediated by Intellectual Capital and Sustainable Competitive Advantage

The study aims to analyze the influence of strategic human resource practices and ethical leadership on organizational performance in star-rated hotels in Jakarta, mediated by intellectual capital and sustainable competitive advantage. It addresses gaps in previous studies by examining both factors simultaneously and introducing decision making based on HR metrics. A quantitative method was employed, collecting data from HR supervisor level in star-rated hotels in Jakarta, with 255 respondents. Hypotheses were tested using PLS-SEM analysis. Results indicate that strategic human resource practices and ethical leadership positively impact organizational performance. Intellectual capital and sustainable competitive advantage mediate this effect. These findings underscore the importance of investing in intellectual capital and sustainable competitive advantage to enhance hotel performance. The study provides a reference for hotel management to develop effective HR and leadership strategies, emphasizing the importance of intellectual capital and competitive advantage. Regular monitoring and evaluation of these strategies are recommended to ensure alignment and positive impacts on hotel performance. Future research should consider adding variables such as technological readiness and innovation capability, given the rapid technological advancements and intense competition in the hospitality industry, which affect hotel performance and competitive advantage.