Essec\Faculty\Model\Contribution {#2188
#_index: "academ_contributions"
#_id: "12075"
#_source: array:26 [
"id" => "12075"
"slug" => "good-but-not-so-great-the-impact-of-chain-affiliation-on-guest-satisfaction-and-guest-satisfaction-extremeness"
"yearMonth" => "2021-04"
"year" => "2021"
"title" => "Good but not so great: The impact of chain affiliation on guest satisfaction and guest satisfaction extremeness"
"description" => "BARTHELEMY, J., GRAF, N. et KARABURUN, R. (2021). Good but not so great: The impact of chain affiliation on guest satisfaction and guest satisfaction extremeness. <i>International Journal of Hospitality Management</i>, 94, pp. 102828."
"authors" => array:3 [
0 => array:3 [
"name" => "BARTHELEMY Jérôme"
"bid" => "B00013767"
"slug" => "barthelemy-jerome"
]
1 => array:1 [
"name" => "GRAF Nicolas"
]
2 => array:1 [
"name" => "KARABURUN Richie"
]
]
"ouvrage" => ""
"keywords" => array:5 [
0 => "Hotels"
1 => "Chain affiliation"
2 => "Guest satisfaction"
3 => "Resource based view"
4 => "Expectancy disconfirmation perspective"
]
"updatedAt" => "2024-06-25 10:49:43"
"publicationUrl" => "https://doi.org/10.1016/j.ijhm.2020.102828"
"publicationInfo" => array:3 [
"pages" => "102828"
"volume" => "94"
"number" => ""
]
"type" => array:2 [
"fr" => "Articles"
"en" => "Journal articles"
]
"support_type" => array:2 [
"fr" => "Revue scientifique"
"en" => "Scientific journal"
]
"countries" => array:2 [
"fr" => null
"en" => null
]
"abstract" => array:2 [
"fr" => "Chain affiliation is widespread in the hotel industry. It has also attracted a lot of academic attention. While a large number of studies have examined whether affiliated hotels outperform independent hotels in terms of occupancy, ADR and RevPAR, research on the chain affiliation - guest satisfaction relationship is scarce. In this study, we explore the impact of chain affiliation on guest satisfaction and guest satisfaction extremeness, which is defined as the extent to which a hotel’s guest satisfaction deviates from the industry average. We also examine whether the relationships between chain affiliation, guest satisfaction and guest satisfaction extremeness are contingent on market segments. Using a large sample of 35.000 hotels and 1.5 million bookings provided by a leading online travel agency (OTA), we find evidence that chain affiliation increases guest satisfaction, but decreases guest satisfaction extremeness. In addition, the positive chain affiliation - guest satisfaction relationship and the negative chain affiliation - guest satisfaction relationship are stronger in higher quality market segments. Taken together, our findings suggest that chain affiliation is a double-edged sword for hotels, particularly in higher quality market segments."
"en" => "Chain affiliation is widespread in the hotel industry. It has also attracted a lot of academic attention. While a large number of studies have examined whether affiliated hotels outperform independent hotels in terms of occupancy, ADR and RevPAR, research on the chain affiliation - guest satisfaction relationship is scarce. In this study, we explore the impact of chain affiliation on guest satisfaction and guest satisfaction extremeness, which is defined as the extent to which a hotel’s guest satisfaction deviates from the industry average. We also examine whether the relationships between chain affiliation, guest satisfaction and guest satisfaction extremeness are contingent on market segments. Using a large sample of 35.000 hotels and 1.5 million bookings provided by a leading online travel agency (OTA), we find evidence that chain affiliation increases guest satisfaction, but decreases guest satisfaction extremeness. In addition, the positive chain affiliation - guest satisfaction relationship and the negative chain affiliation - guest satisfaction relationship are stronger in higher quality market segments. Taken together, our findings suggest that chain affiliation is a double-edged sword for hotels, particularly in higher quality market segments."
]
"authors_fields" => array:2 [
"fr" => "Management"
"en" => "Management"
]
"indexedAt" => "2024-09-01T01:21:50.000Z"
"docTitle" => "Good but not so great: The impact of chain affiliation on guest satisfaction and guest satisfaction extremeness"
"docSurtitle" => "Journal articles"
"authorNames" => "<a href="/cv/barthelemy-jerome">BARTHELEMY Jérôme</a>, GRAF Nicolas, KARABURUN Richie"
"docDescription" => "<span class="document-property-authors">BARTHELEMY Jérôme, GRAF Nicolas, KARABURUN Richie</span><br><span class="document-property-authors_fields">Management</span> | <span class="document-property-year">2021</span>"
"keywordList" => "<a href="#">Hotels</a>, <a href="#">Chain affiliation</a>, <a href="#">Guest satisfaction</a>, <a href="#">Resource based view</a>, <a href="#">Expectancy disconfirmation perspective</a>"
"docPreview" => "<b>Good but not so great: The impact of chain affiliation on guest satisfaction and guest satisfaction extremeness</b><br><span>2021-04 | Journal articles </span>"
"docType" => "research"
"publicationLink" => "<a href="https://doi.org/10.1016/j.ijhm.2020.102828" target="_blank">Good but not so great: The impact of chain affiliation on guest satisfaction and guest satisfaction extremeness</a>"
]
+lang: "en"
+"_type": "_doc"
+"_score": 8.80813
+"parent": null
}