ICTs and innovation in hotel management

Objective: The objective of this article is to describe the relationship between service innovation and ICTs and how they have influenced the hotel sector. Methodology: We used exploratory factor analysis (EFA) to describe the causal relationships. A total of 280 surveys were conducted with managers of Spanish 4 and 5-star hotels to test the 3 hypotheses using partial least squares structural equation modelling. This non-parametric tool exempts the sample from conforming to the normal distribution. Results: The authors have shown how the relationship between service innovation and ICTs is established through the ability to learn so that hotels can increase their productivity and the results obtained. The incorporation of new technologies in the customer experience and the digitisation of internal processes are mainly highlighted here. Limitations: Of interest for the hotel sector is the causality of information technologies as a driver of innovative development, as well as the mediation of the learning capacity of organisations as an influential aspect in their development. Practical implications: This article describes the influence of ICTs and learning capacity as an enabler of service innovation capacity in hotels.