@article{Cruz:14257,
      recid = {14257},
      author = {Cruz, Margarita and Hodari, Demian and Raub, Steffen},
      title = {The impact of management structure on guest satisfaction  in chain-affiliated hotels and the moderating influence of  chain scale},
      journal = {International Journal of Hospitality Management},
      address = {2024-02},
      number = {ARTICLE},
      pages = {34 p.},
      abstract = {While extensive research focuses on the relationship  between chain-affiliation and hotel operating performance,  these results are inconclusive. We suggest this is because  previous studies have largely ignored whether affiliated  hotels are operated by the owner, the chain or an  independent third-party operator. This is a critical aspect  of hotels’ operating performance given that the disparate  resources and potential agency problems across these  management structures can affect the service provided by  hotels, and ultimately guest satisfaction. Building on  79,000 guest satisfaction scores from 499 US  chain-affiliated hotels between 2015 and 2019, our findings  suggest that management matters. We found that  chain-operated hotels deliver the greatest level of guest  satisfaction while owner-operated hotels deliver the least.  While this holds up for upscale and upper-upscale hotels,  owner-operated hotels deliver the highest level of guest  satisfaction in economy and midscale hotels.},
      url = {http://arodes.hes-so.ch/record/14257},
      doi = {https://doi.org/10.1016/j.ijhm.2023.103651},
}