The influence of digital maturity on sustainable and resilient practices in hotel operations: a structural model analysis

Purpose The hospitality industry increasingly regards the integration of digital technology as vital for improving operational efficiency, sustainability and organisational resilience. This study examines the influence of digital maturity (DM) on essential hotel practices – Environmental Management (EMP), Community-Oriented Practices (COP), Employee-Oriented Practices (EOP) and Operational Excellence (OE) – and their resulting effects on hotel sustainability and resilience. Design/methodology/approach The research employs Partial Least Squares Structural Equation Modelling (PLS-SEM) to illustrate that digital maturity positively affects these behaviours, subsequently improving sustainability and resilience outcomes. Findings The findings indicate that although digital maturity promotes sustainability via COP and EOP, its effect on resilience is influenced by practices centred on employees and the community. Originality/value This research underscores the strategic significance of digital transformation in fostering long-term success for hotels through operational, optimisation and promoting sustainable and resilient practices.