TY - JOUR
T1 - Big data management capabilities in the hospitality sector
T2 - service innovation and customer generated online quality ratings
AU - Shamim, Saqib
AU - Yang, Yumei
AU - Ul Zia, Najam
AU - Shah, Mahmood
N1 - 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.
PY - 2021/8/1
Y1 - 2021/8/1
N2 - 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.
AB - 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.
KW - Big data management
KW - dynamic capabilities
KW - service innovation
KW - knowledge creation
KW - customer generated online quality rating
KW - hospitality
UR - http://www.scopus.com/inward/record.url?scp=85102810733&partnerID=8YFLogxK
U2 - 10.1016/j.chb.2021.106777
DO - 10.1016/j.chb.2021.106777
M3 - Article
SN - 0747-5632
VL - 121
JO - Computers in Human Behavior
JF - Computers in Human Behavior
M1 - 106777
ER -