From digital tools to sustainable change: How change agents enable the twin transition in hospitality
研究酒店业变革推动者如何通过参与数字化与可持续性的双重转型，推动可持续服务变革，基于意大利东北部43家酒店的案例和模拟研究，发现社会资本直接影响可持续性，而变革推动者的角色至关重要。
This study explores how change agents drive sustainable service change in hospitality networks through engagement in the twin transition—combining digitalization and sustainability. Using a multi-level sensemaking framework (extraorganizational, intraorganizational, intraindividual), we analyze the role of a local hoteliers’ association promoting a business intelligence solution (BIS) to support this transition. Drawing on a case study of 43 hotels in northeastern Italy, supplemented by a simulation study, we examine how twin transition engagement mediates the effects of social capital, category-based sensemaking, and stewardship on sustainable service change. Findings show that structural and cognitive social capital influence sustainability directly, but not twin transition engagement, underscoring the critical role of the change agent. Category-based sensemaking is fully mediated, while stewardship affects sustainability but not digital adoption. The study contributes to hospitality research by linking sensemaking and stewardship to digital–sustainability innovation, and highlights simulation as a useful method to validate findings in data-constrained environments.