管理者对在线评论的看法如何促进酒店的数字化创新：技术机会主义的作用

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-09-10 DOI:10.1016/j.ijhm.2025.104416

Rogério João Lunkes , Mauricio Codesso , Fabricia Silva da Rosa , Alcindo Cipriano Mendes , Gabriel Donadio Costa

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引用次数: 0

摘要

本研究探讨了管理者对在线酒店评论的看法如何调节酒店技术机会主义与数字创新之间的关系。虽然技术能力使酒店能够感知和响应新技术，但管理者将这些能力转化为创新的认知机制仍未得到充分探索。利用利益相关者理论、信息处理理论和前景理论，我们研究了酒店管理者对顾客反馈的解释如何加强技术能力向渐进式和激进式数字创新的转化。使用2023年3月至4月期间收集的197家巴西酒店的数据，我们使用PLS-SEM来检验我们的假设。结果显示，管理者对在线酒店评论的看法显著加强了技术机会主义与两种类型的数字创新之间的关系。我们证明了不对称效应，即管理者对消极评价的感知对两种创新类型的调节作用显著强于积极评价，证实了组织创新决策中的损失厌恶原则。两种创新类型都对财务绩效产生积极影响，渐进式创新比激进式创新表现出更强的直接影响。本研究通过展示客户生成的数字内容如何通过管理关注机制影响战略创新决策来推进利益相关者理论。它通过揭示顾客反馈对技术能力的认知放大效应扩展了信息加工理论，并通过确认组织创新决策中的损失厌恶原则为前景理论做出了贡献。我们的研究结果为酒店管理者提供了基于证据的指导，建议将客户反馈分析系统地整合到创新流程中，特别注意负面评论和平衡的创新组合，强调在追求激进变革的同时进行渐进式改进。

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How managers' perceptions of online reviews enhance digital innovation in hotels: The role of technological opportunism

This study investigates how managers' perceptions of online hotel reviews moderate the relationship between technological opportunism and digital innovation in hotels. While technological capabilities enable hotels to sense and respond to new technologies, the cognitive mechanisms through which managers translate these capabilities into innovations remain underexplored. Drawing upon stakeholder theory, information processing theory, and prospect theory, we examine how hotel managers' interpretations of customer feedback strengthen the conversion of technological capabilities into both incremental and radical digital innovations. Using data from 197 Brazilian hotels collected during March-April 2023, we employed PLS-SEM to test our hypotheses. Results reveal that managers' perceptions of online hotel reviews significantly strengthen the relationship between technological opportunism and both types of digital innovation. We demonstrate asymmetric effects whereby managers' perceptions of negative reviews create significantly stronger moderating effects than positive reviews for both innovation types, confirming loss aversion principles in organizational innovation decisions. Both innovation types positively influence financial performance, with incremental innovations showing stronger immediate effects than radical innovations. This study advances stakeholder theory by demonstrating how customer-generated digital content influences strategic innovation decisions through managerial attention mechanisms. It extends information processing theory by revealing cognitive amplification effects of customer feedback on technological capabilities and contributes to prospect theory by confirming loss aversion principles in organizational innovation decisions. Our findings provide evidence-based guidance for hotel managers, suggesting systematic integration of customer feedback analysis into innovation processes, with particular attention to negative reviews and balanced innovation portfolios that emphasize incremental improvements while pursuing radical transformations.

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.