Purpose This study examines how and when hotel digital platform capability fosters service innovation, focusing on the mediating role of ambidextrous learning and the moderating role of knowledge shepherds in intelligent systems. Design/methodology/approach A two-stage survey was conducted by a leading Chinese research institution with responses from 338 hotel managers and senior executives. Hypotheses were tested using partial least squares structural equation modeling and bootstrapping. Findings Digital platform capability enhances hotels' ambidextrous learning, which in turn drives service innovation. External knowledge assimilating strengthens the link between digital platform capability and ambidextrous learning, while external knowledge championing reinforces only the pathway to explorative learning. Practical implications Hotels in China and beyond are encouraged to develop digital platform capability to embed new ideas and knowledge into service processes through differentiated learning mechanisms. Managers should also consider the distinct roles of knowledge shepherds in intelligent systems when restructuring learning approaches to foster service innovation. Originality/value This study advances understanding of how and when digital platform capability promotes hotel service innovation, offering theoretical and empirical evidence that enriches research on digital intelligent systems and service innovation in the service industry.
Liu et al. (Thu,) studied this question.