ORGANIZATIONAL INTELLIGENCE IN LUXURY HOTEL HOUSEKEEPING: A STRUCTURAL EQUATION MODELING OF SCRUM AND ARTIFICIAL INTELLIGENCE
Ponce Ponce B.I.; Regalado Chamorro M.; Guillen N. · Geojournal of Tourism and Geosites (2026) · DOI: 10.30892/gtg.67344-1856
Resumen
This study aims to examine the impact of artificial intelligence (AI), organizational intelligence (OI), and the agile Scrum methodology on operational management in the housekeeping departments of luxury hotels located in Lima, Panama City, Bogotá, and Mexico City, with a particular focus on operational efficiency, employee satisfaction, and guest service perception. A quantitative correlational–explanatory research design was adopted. Data were analyzed using structural equation modeling (SEM) to evaluate the direct and mediating effects of AI, Scrum, and organizational intelligence on key operational and human performance outcomes within luxury hotel housekeeping operations. The results reveal significant positive effects of the Scrum methodology on operational efficiency (β = 0.65) and job satisfaction (β = 0.58), as well as a strong positive effect of AI on operational efficiency (β = 0.61). Organizational intelligence emerged as a key mediating variable, exerting significant positive influences on operational efficiency (β = 0.68) and employee satisfaction (β = 0.55). The SEM model demonstrated acceptable overall goodness-of-fit indices (χ²/df = 2.34; CFI = 0.94; TLI = 0.92; RMSEA = 0.056; SRMR = 0.045), supporting the proposed theoretical framework. This study contributes original empirical evidence by integrating AI, agile management practices, and organizational intelligence within a unified model applied to housekeeping operations in luxury hotels across major Latin American cities. It advances the literature by highlighting the mediating role of organizational intelligence in digital transformation and operational professionalization within hospitality service environments.
Instituciones: Universidad Ricardo Palma; Universidad San Ignacio de Loyola