Hospitality Intelligence: Evolution, Definition and Dimensions

Abstract

This article reviews ‘hospitality intelligence’ as the ability to create a foundation upon which a delightful and engaging service experience can be readily delivered. The evolution of service quality leading to hospitality intelligence was identified chronologically via literature reviews. Five conceptual models of service quality that formed the basis of the key dimensions of hospitality intelligence were provided as a framework for inciting theoretical advancement and further research. The dimensions and implications of hospitality intelligence, based on the syntheses of the hospitality related psychology literature, were described for advancing the concept of hospitality intelligence and further research.