000014257 001__ 14257
000014257 005__ 20240926132658.0
000014257 022__ $$a0278-4319
000014257 0247_ $$2DOI$$a10.1016/j.ijhm.2023.103651
000014257 037__ $$aARTICLE
000014257 039_9 $$a2024-09-26 13:26:58$$b0$$c2024-09-26 10:49:43$$d0$$c2024-09-26 09:58:39$$d1000066$$c2024-09-25 11:40:57$$d1000066$$c2024-05-07 11:38:13$$d0$$y2024-05-07 11:38:05$$z1000066
000014257 041__ $$aeng
000014257 245__ $$aThe impact of management structure on guest satisfaction in chain-affiliated hotels and the moderating influence of chain scale
000014257 269__ $$a2024-02
000014257 300__ $$a34 p.
000014257 506__ $$avisible
000014257 520__ $$9eng$$aWhile extensive research focuses on the relationship between chain-affiliation and hotel operating performance, these results are inconclusive. We suggest this is because previous studies have largely ignored whether affiliated hotels are operated by the owner, the chain or an independent third-party operator. This is a critical aspect of hotels’ operating performance given that the disparate resources and potential agency problems across these management structures can affect the service provided by hotels, and ultimately guest satisfaction. Building on 79,000 guest satisfaction scores from 499 US chain-affiliated hotels between 2015 and 2019, our findings suggest that management matters. We found that chain-operated hotels deliver the greatest level of guest satisfaction while owner-operated hotels deliver the least. While this holds up for upscale and upper-upscale hotels, owner-operated hotels deliver the highest level of guest satisfaction in economy and midscale hotels.
000014257 540__ $$acorrect
000014257 592__ $$aEHL
000014257 592__ $$bAucun institut
000014257 592__ $$cEconomie et Services
000014257 65017 $$aEconomie/gestion
000014257 655__ $$ascientifique
000014257 700__ $$aCruz, Margarita$$uEHL Hospitality Business School, HES-SO, University of Applied Sciences and Arts Western Switzerland
000014257 700__ $$aHodari, Demian$$uEHL Hospitality Business School, HES-SO, University of Applied Sciences and Arts Western Switzerland
000014257 700__ $$aRaub, Steffen$$uEHL Hospitality Business School, HES-SO, University of Applied Sciences and Arts Western Switzerland
000014257 773__ $$tInternational Journal of Hospitality Management$$jVol. 117$$qArticle no 103651
000014257 8564_ $$yAuthor postprint$$91e1d36f9-d3bd-4fea-b1b3-0c34001d11f9$$s1366735$$uhttps://arodes.hes-so.ch/record/14257/files/Cruz_2024_Impact_management_structure.pdf
000014257 906__ $$aGREEN
000014257 909CO $$ooai:hesso.tind.io:14257$$pECONOMIESERVICES_ALL$$pGLOBAL_SET
000014257 950__ $$aI2
000014257 980__ $$ascientifique
000014257 981__ $$ascientifique