Hospitality Intelligence: Evolution, Definition and Dimensions


  • Godwin-Charles Ogbeide Department of Tourism, Event, and Sport Management, Indiana University-Purdue University Indianapolis



Hospitality Intelligence, Delightful Experience, Quality Service, Customer Delight, Inspirational Training, Empowerment


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.

Author Biography

Godwin-Charles Ogbeide, Department of Tourism, Event, and Sport Management, Indiana University-Purdue University Indianapolis

Dr. Godwin-Charles Ogbeide is an Associate Professor of Strategy & Hospitality in the School of Health & Human Sciences at Indiana University-Purdue University Indianapolis (IUPUI). He is the Director of the Event and Tourism Institute and his research interests are in the areas of strategic leadership and hospitality, as well as the implications of leadership policies and marketing strategies on stakeholders’ behavior and well-being. He is an active member and leader of many professional organizations, active board member of various non-for-profit organizations, published author, public speaker, and winner of numerous international as well as national awards including teaching excellence, research excellence, visionary and innovation awards. He is an expert in hospitality and customer experience with over 30 years of combined experience in the hospitality industry.






Conceptual Paper