Abstract

This chapter explores the concept of hyper-personalization and innovation capabilities in the B2B hospitality industry. To achieve sustainable competitive advantages and enhance customer experiences, the hospitality industry organisation need to develop dynamic capabilities of innovations and hyper-personalisation of products, services and processes in the hospitality sector. The chapter conceptually discusses the application of artificial intelligence, big data, and analytics to collaborate with partners of the hospitality industry and provide innovative and deeply personalised experiences to customers. The literature review indicates various models, processes, opportunities and challenges in developing innovation and hyper-personalisation of services in the B-to-B hospitality sector. The chapter proposes useful models, tools and suitable recommendations related to developing and implementing innovative and hyper-personalise capabilities. The findings are useful for strategic management and policymakers associated with the hospitality sector.