The Human Side of Digital Hospitality: Engagement as the Pathway to Innovation

Uma Barman

Abstract: This study explores how digital skills, service climate, and training support shape service innovation in the hospitality industry, with work engagement acting as the connecting link. Drawing on the Job Demands?Resources (JD-R) model, data were gathered from 350 hotel employees to understand how these workplace resources influence employee behavior. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to analyze the relationships among the variables. The results show that both digital skills and a supportive service climate help employees feel more engaged in their work, while training support also contributes, though to a lesser degree. The analysis further highlights that engaged employees are more likely to introduce new ideas and improve service delivery, making work engagement a key driver of service innovation. Overall, the PLS-SEM findings support all the proposed hypotheses and emphasize the value of building digital capabilities, creating supportive work environments, and fostering engagement to strengthen innovation in hospitality settings.

Keywords: Digital Competencies, Service Climate, Work Engagement, Service Innovation, Job Demands?Resources (JD-R) Model

How to Cite?: Uma Barman, "The Human Side of Digital Hospitality: Engagement as the Pathway to Innovation", Volume 14 Issue 12, December 2025, International Journal of Science and Research (IJSR), Pages: 12-16, https://www.ijsr.net/getabstract.php?paperid=SR251130202155, DOI: https://dx.doi.org/10.21275/SR251130202155