Digitalization in hospitality and tourism (DHT) is undergoing a profound revolution, yet its actual effect remains overlooked. This paper aims to delve into the actual effect of DHT and uncover the underlying mechanisms that trigger its subtle success.
Triangulation was used by leveraging complementary multisource data and mixed methods to explore DHT’s challenges. First, regression and statistical analysis revealed intricate outcome of DHT at the regional level. Then, DistilBERT and nonnegative matrix factorization were used to cluster the tourists’ complaints about DHT. Finally, based on a modified diffusion innovation system and stakeholder theory, this study proposed the Integrated Framework for Digitalization Mismatch in Hospitality and Tourism (IFDMHT).
The quantitative techniques identified the subtle contributions of digitalization on demand. The qualitative technique explored the strategy–practice and demand–supply mismatches as the core of the failure.
This study synthesizes macroregional and micropsychological perspectives to examine the actual effect of DHT. An IFDMHT model is established to investigate the underlying factors influencing the subtle successes of DHT. The findings provide targeted recommendations to assist stakeholders in developing sustainable DHT.
酒店业数字化的微妙成功：一个三角验证研究
酒店与旅游业数字化（DHT）正经历深刻变革, 但其实际影响常被忽视。本研究旨在深入探讨DHT的实际效果, 揭示其微妙成功的潜在机制。
本研究采用三角验证方法, 通过整合多源数据与混合方法探讨DHT所面临的挑战。首先, 回归分析和统计分析揭示DHT在区域层面的复杂结果; 其次, 利用DistilBERT与非负矩阵分解对游客关于DHT的投诉进行聚类分析; 最后, 基于修订的扩散创新系统与利益相关者理论, 提出了“酒店与旅游业数字化错配综合框架”（IFDMHT）。
定量方法识别了数字化对需求的微妙贡献, 定性技术则深入探讨了战略与实践、需求与供给之间的不匹配是数字化失败的核心原因。
本研究从宏观区域和微观心理学视角出发, 综合审视DHT的实际效果, 并构建了IFDMHT模型, 以探讨影响DHT微妙成功的潜在因素。研究结果为利益相关者提供了具体建议, 以推动可持续的DHT发展。
