Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

How hotels adjust technology-based strategy to respond to COVID-19 and gain competitive productivity (CP): strategic management process and dynamic capabilities

How hotels adjust technology-based strategy to respond to COVID-19 and gain competitive... 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/approachIn-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.FindingsData 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/valueThis 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Contemporary Hospitality Management Emerald Publishing

How hotels adjust technology-based strategy to respond to COVID-19 and gain competitive productivity (CP): strategic management process and dynamic capabilities

Download PDF
25 pages

Loading next page...
 
/lp/emerald-publishing/how-hotels-adjust-technology-based-strategy-to-respond-to-covid-19-and-eZxDUp6CqB
Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
0959-6119
eISSN
0959-6119
DOI
10.1108/ijchm-10-2020-1143
Publisher site
See Article on Publisher Site

Abstract

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/approachIn-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.FindingsData 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/valueThis 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.

Journal

International Journal of Contemporary Hospitality Management – Emerald Publishing

Published: Sep 15, 2021

Keywords: Dynamic capabilities; Self-service technology; Competitive productivity (CP); COVID-19 pandemic; Hotels’ recovery strategy; Strategic management process

References

  • What are dynamic capabilities and are they a useful construct in strategic management?
    Ambrosini, V.; Bowman, C.
  • Sustainability as a dynamic organizational capability: a systematic review and a future agenda toward a sustainable transition
    Amui, L.B.L.; Jabbour, C.J.C.; de Sousa Jabbour, A.B.L.; Kannan, D.
  • Customer involvement capability and service firm performance: the mediating role of innovation
    Anning-Dorson, T.
  • COVID-19’s impact on the hospitality workforce – new crisis or amplification of the norm?
    Baum, T.; Mooney, S.K.K.; Robinson, R.N.S.; Solnet, D.
  • Competitive productivity – a new perspective on effective output
    Baumann, B.C.; Pintado, I.
  • Competitive productivity (CP) at macro–meso–micro levels
    Baumann, C.; Cherry, M.; Chu, W.
  • Competitiveness vis-à-vis service quality as drivers of customer loyalty mediated by perceptions of regulation and stability in steady and volatile markets
    Baumann, C.; Hoadley, S.; Hamin, H.; Nugraha, A.
  • Technology infusion in service encounters
    Bitner, M.J.; Brown, S.W.; Meuter, M.L.
  • The role of business model innovation in the hospitality industry during the COVID-19 crisis
    Breier, M.; Kallmuenzer, A.; Clauss, T.; Gast, J.; Kraus, S.; Tiberius, V.
  • Institutions, institutional quality, and international competitiveness: review and examination of future research directions
    Buitrago R, R.E.; Barbosa Camargo, M.I.
  • Measuring innovation in tourism from the schumpeterian and the dynamic-capabilities perspectives
    Camisón, C.; Monfort-Mir, V.M.
  • Culture, productivity and competitiveness: disentangling the concepts
    Chen, S.; Lin, N.
  • Services innovation impact to customer satisfaction and customer value enhancement in airport
    Chen, J.K.C.; Batchuluun, A.; Batnasan, J.
  • The empowering role of hospitable telemedicine experience in reducing isolation and anxiety: evidence from the COVID-19 pandemic
    Cheng, Y.; Wei, W.; Zhong, Y.; Zhang, L.
  • Perceived risks from drone food delivery services before and after COVID-19
    Choe, J.Y.; Jacey; Kim, J.J.; Hwang, J.
  • A technology adoption and implementation process in an independent hotel chain
    Cobos, L.M.; Mejia, C.; Ozturk, A.B.; Wang, Y.
  • Dynamic capabilities and high-tech entrepreneurial ventures’ performance in the aftermath of an environmental jolt
    Colombo, M.G.; Piva, E.; Quas, A.; Rossi-Lamastra, C.
  • Unravelling the internal and external drivers of digital servitization: a dynamic capabilities and contingency perspective on firm strategy
    Coreynen, W.; Matthyssens, P.; Vanderstraeten, J.; van Witteloostuijn, A.
  • Managing hotel revenue amid the COVID-19 crisis
    Denizci Guillet, B.; Chu, A.M.C.
  • COVID-19, aftermath, impacts, and hospitality firms: an international perspective
    Duarte, A.; Kiat, S.; Bressan, A.; Shea, M.O.; Sakellarios, N.; Koresis, A.; Alejandra, M.
  • Phenomenological methodology in the human sciences
    Dukes, S.
  • Dynamic capabilities: what are they?
    Eisenhardt, K.M.; Martin, J.A.
  • Seeking qualitative rigor in inductive research: notes on the gioia methodology
    Gioia, D.A.; Corley, K.G.; Hamilton, A.L.
  • Hospitality managers in turbulent times: the COVID-19 crisis
    Giousmpasoglou, C.; Marinakou, E.; Zopiatis, A.
  • Competing paradigms in qualitative research
    Denzin, N.; Lincoln, Y.S.
  • Effects of COVID-19 pandemic on hospitality industry: review of the current situations and a research agenda
    Gursoy, D.; Chi, C.G.
  • COVID-19 and china’s hotel industry: Impacts, a disaster management framework, and post-pandemic agenda
    Hao, F.; Xiao, Q.; Chon, K.
  • Reframing service innovation : COVID-19 as a catalyst for imposed service innovation
    Heinonen, K.; Strandvik, T.
  • Hosting in turbulent times: hoteliers’ perceptions and strategies to recover from the Covid-19 pandemic
    Her, V.; Rodrigues, H.
  • The concept of competitive productivity (CP): a linguistic investigation
    Hoadley, S.
  • Effects of COVID-19 on hotel marketing and management: a perspective article
    Jiang, Y.; Wen, J.
  • Viewpoint: the impact of coronavirus on service ecosystems as service mega-disruptions
    Kabadayi, S.; Connor, G.E.O.; Tuzovic, S.
  • The productivity and competency of information technology in upscale hotels
    Karadag, E.; Dumanoglu, S.
  • Dynamic capabilities and performance of meeting planners
    Kim, J.; Boo, S.
  • Travelers’ behavioral intention toward hotel self-service kiosks usage
    Kim, M.; Qu, H.
  • A change of perceived innovativeness for contactless food delivery services using drones after the outbreak of COVID-19
    Kim, J.J.; Kim, I.; Hwang, J.
  • Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic
    Kim, S.; Sam; Kim, J.; Badu-Baiden, F.; Giroux, M.; Choi, Y.
  • Impact of COVID-19: research note on tourism and hospitality sectors in the epicenter of wuhan and Hubei province, China
    Knight, D.W.; Xiong, L.; Lan, W.; Gong, J.
  • Evolution of strategic management research lines in hospitality and tourism
    Köseoglu, M.A.; Law, R.; Okumus, F.; Barca, M.; Dogan, I.C.
  • Toward a dynamic capabilities scale: measuring organizational sensing, seizing, and transforming capacities
    Kump, B.; Engelmann, A.; Kessler, A.; Schweiger, C.
  • Comparing crisis management practices in the hotel industry between initial and pandemic stages of COVID-19
    Lai, I.K.W.; Wong, J.W.C.
  • New technologies used in COVID-19 for business survival: insights from the hotel sector in China
    Lau, A.
  • Strategic responses of the hotel sector to COVID-19: toward a refined pandemic crisis management framework
    Le, D.; Phi, G.
  • Dynamic capabilities driving an eco-based advantage and performance in global hotel chains: the moderating effect of international strategy
    Leonidou, L.C.; Leonidou, C.N.; Fotiadis, T.A.; Aykol, B.
  • A multilevel study on preferences for self-service technology versus human staff: insights from hotels in China
    Liu, C.; Hung, K.
  • Determinants of self-service technology adoption and implementation in hotels: the case of China
    Liu, C.; Hung, K.; Wang, D.; Wang, S.
  • Using qualitative methodologies to understand behaviour change
    Logie-MacIver, L.; Piacentini, M.; Eadie, D.
  • Understanding the reactions of government and gaming concessionaires on COVID-19 through the neo-institutional theory – the case of Macao
    Loi, K.I.; Lei, W.S.; Lourenço, F.
  • Self-service technologies: understanding customer satisfaction with technology-based service encounters
    Meuter, M.L.; Ostrom, A.L.; Roundtree, R.I.; Bitner, M.J.
  • The first quarter statistical bulletin of national star hotels in 2020 [2020年第一季度全国星级饭店统计公报]
  • The second quarter statistical bulletin of national star hotels in 2020 [2020年第二季度全国星级饭店统计公报]
  • The third quarter statistical bulletin of national star hotels in 2020 [2020年第三季度全国星级饭店统计公报]
  • The strategic management process at the public planning unit level
    Montanari, J.R.; Bracker, J.S.
  • Organizational knowledge, dynamic capabilities and innovation in the hotel industry
    Nieves, J.; Quintana, A.; Osorio, J.
  • Internationalization of african-ethnic restaurants: a qualitative enquiry using the dynamic capabilities perspective
    Otengei, S.O.; Bakunda, G.; Ngoma, M.; Ntayi, J.M.; Munene, J.C.
  • Risk-induced competitive productivity in times of recession: a chaordic tourism decision-making perspective
    Pappas, N.; Glyptou, K.
  • Understanding the elusive black box of dynamic capabilities
    Pavlou, P.A.; El Sawy, O.A.
  • Verbal shifts in the American presidency: a content analysis
    Prothro, J.W.
  • Can corporate social responsibility protect firm value during the COVID-19 pandemic?
    Qiu, S.; Jiang, J.; Liu, X.; Chen, M.H.; Yuan, X.
  • Competitive productivity and the challenge of metastasis under rising societal complexity
    Redding, G.
  • A new path for building hotel brand equity: the impacts of technological competence and service innovation implementation through perceived value and trust
    Ruan, W.Q.; Zhang, S.N.; Liu, C.H.; Li, Y.Q.
  • The COVID-19 pandemic effects on the hospitality industry using social systems theory: a multi-country comparison
    Shapoval, V.; Hägglund, P.; Pizam, A.; Abraham, V.; Carlbäck, M.; Nygren, T.; Smith, R.M.
  • Reducing perceived health risk to attract hotel customers in the COVID-19 pandemic era: focused on technology innovation for social distancing and cleanliness
    Shin, H.; Kang, J.
  • Self-service technology research: a bibliometric co-citation visualization analysis
    Shin, H.; Perdue, R.R.
  • Searching for opportunities for development and innovations in the strategic management process
    Sołoducho-Pelc, L.
  • Strategic consequences of self-service technology evaluations
    Taillon, B.J.; Huhmann, B.A.
  • Explicating dynamic capabilities: the nature and microfoundations of (sustainable) enterprise performance
    Teece, D.J.
  • A dynamic capabilities-based entrepreneurial theory of the multinational enterprise
    Teece, D.J.
  • Dynamic capabilities and strategic management
    Teece, D.J.; Pisan, G.; Shuen, A.M.Y.
  • The influence of social distancing on employee well-being: a conceptual framework and research agenda
    Tuzovic, S.; Kabadayi, S.
  • Sensing the virus. How social capital enhances hoteliers’ ability to cope with COVID-19
    Visentin, M.; Reis, R.S.; Cappiello, G.; Casoli, D.
  • Coronavirus disease (COVID-19) pandemic
  • How do hotels in developing countries manage the impact of COVID-19? The case of Lebanese hotels
    Yacoub, L.; ElHajjar, S.
  • Revealing industry challenge and business response to Covid-19: a text mining approach
    Yang, M.; Han, C.
  • COVID-19 and restaurant demand: early effects of the pandemic and stay-at-home orders
    Yang, Y.; Liu, H.; Chen, X.
  • An empirical study of employee loyalty, service quality and firm performance in the service industry
    Yee, R.W.Y.; Yeung, A.C.L.; Edwin Cheng, T.C.
  • From high-touch to high-tech: COVID-19 drives robotics adoption
    Zeng, Z.; Chen, P.; Lew, A.A.
  • The coronavirus pandemic – a critical discussion of a tourism research agenda
    Zenker, S.; Kock, F.