TY  - GEN
AB  - 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.
AD  - EHL Hospitality Business School, HES-SO, University of Applied Sciences and Arts Western Switzerland
AD  - EHL Hospitality Business School, HES-SO, University of Applied Sciences and Arts Western Switzerland
AD  - EHL Hospitality Business School, HES-SO, University of Applied Sciences and Arts Western Switzerland
AU  - Cruz, Margarita
AU  - Hodari, Demian
AU  - Raub, Steffen
DA  - 2024-02
DO  - 10.1016/j.ijhm.2023.103651
DO  - DOI
EP  - Article no 103651
ID  - 14257
JF  - International Journal of Hospitality Management
KW  - Economie/gestion
L1  - https://arodes.hes-so.ch/record/14257/files/Cruz_2024_Impact_management_structure.pdf
L2  - https://arodes.hes-so.ch/record/14257/files/Cruz_2024_Impact_management_structure.pdf
L4  - https://arodes.hes-so.ch/record/14257/files/Cruz_2024_Impact_management_structure.pdf
LA  - eng
LK  - https://arodes.hes-so.ch/record/14257/files/Cruz_2024_Impact_management_structure.pdf
N2  - 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.
PY  - 2024-02
SN  - 0278-4319
SP  - Article no 103651
T1  - The impact of management structure on guest satisfaction in chain-affiliated hotels and the moderating influence of chain scale
TI  - The impact of management structure on guest satisfaction in chain-affiliated hotels and the moderating influence of chain scale
UR  - https://arodes.hes-so.ch/record/14257/files/Cruz_2024_Impact_management_structure.pdf
VL  - Vol. 117
Y1  - 2024-02
ER  -