TITLE:
Impact of Digital Transformation on the Business Environment in the Hospitality Industry
AUTHORS:
Srinivasan Ramaswamy
KEYWORDS:
Digital Transformation, Hospitality Sector, Customer Experience, Customer Management Systems, Revenue, Customer Satisfaction, Opportunities
JOURNAL NAME:
Open Journal of Business and Management,
Vol.13 No.6,
November
11,
2025
ABSTRACT: In this qualitative single-case study, I aimed to explore the impact of digital transformation on the U.S. hospitality industry, focusing on the challenges and opportunities related to customer experience and profitability. I collected data through interviews (n = 15) and focus groups (n = 6). Qualitative data analysis included following Byrne’s (2022) six-step thematic analysis with MAXQDA software. Findings revealed that digital transformation streamlined operations, reduced manual tasks, and enhanced service delivery. Influencers of these factors included the COVID-19 pandemic, guest expectations, online competition, and regulatory demands. Effective leadership and change management were critical enablers, while resistance from management, limited training, technical issues, and data privacy concerns posed significant barriers. Participants identified strategic opportunities, including AI-driven personalization, mobile integrations, and intelligent automation. Solutions to adoption barriers included regular staff training, user-friendly technology, strong cybersecurity protocols, and inclusive stakeholder engagement. This study aligned with Lewin’s Change Management and Resource-Based View frameworks, emphasizing leadership development, technological integration, and cultural alignment as key to successful digital transformation. Practical implications include leveraging digital tools, such as customer relationship management (CRM) systems, to enhance operational performance, develop leadership capacity, and integrate cybersecurity into organizational practices.