Omar Jawabreh, Mahmoud Allahham, Osama Mousa Alawneh, Ahmed Falah Hasan HABEEB, Wasef Ibrahim Almajali, Iyad Abed Al-Fattah Al-Nsour
This study aims to investigate the impact of Internet of Things (IoT) adoption on tourist satisfaction in the Saudi Arabian hotel sector, focusing on the mediating role of Human Resource Management (HRM) capabilities. It examines how internal HR enablers translate technological investments into improved service outcomes. Grounded in the Resource-Based View (RBV), the research utilizes a quantitative approach through a structured questionnaire distributed to hotel staff and guests across major Saudi cities. Structural equation modelling (PLS-SEM) was employed to test hypothesized relationships among IoT adoption, HRM capabilities, and tourist satisfaction. The findings reveal that IoT adoption significantly enhances tourist satisfaction. HRM capabilities mediate this relationship, although not all direct effects were statistically significant. Key enablers such as Just-in-Time (JIT) training, performance trends, and smart workplace infrastructure contribute meaningfully to developing HRM capabilities, which in turn influence customer satisfaction. Research limitations/implications – The study’s cross-sectional design and use of convenience sampling limit the generalizability of findings. Additionally, relying on selfreported data introduces the possibility of response bias. Future research should consider longitudinal designs and alternative mediating variables. The results emphasize that technological investment alone is insufficient to enhance service quality. Hotel managers must align HR strategies with digital transformation by investing in staff training, adaptability, and digital readiness to unlock the full potential of IoT innovations. This study integrates HRM theory and IoT innovation within the RBV framework, offering a comprehensive model that clarifies the mediating role of human capital in digital transformation. It contributes to the literature by bridging the gap between technological adoption and organizational capabilities in service-intensive industries.