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Articles (2021), International Journal of Hospitality Management, 94

Good but not so great: The impact of chain affiliation on guest satisfaction and guest satisfaction extremeness

BARTHELEMY Jérôme , GRAF Nicolas, KARABURUN Richie

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. Lien vers l'article

BARTHELEMY, J., GRAF, N. and KARABURUN, R. (2021). Good but not so great: The impact of chain affiliation on guest satisfaction and guest satisfaction extremeness. International Journal of Hospitality Management, 94.

Mots clés : #Hotels Chain-affiliation Guest-satisfaction Resource-based-view Expectancy-disconfirmation-perspective