Essec\Faculty\Model\Contribution {#2233
  #_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" => "2024-11-23T17:21:49.000Z"
    "docTitle" => "Good but not so great: The impact of chain affiliation on guest satisfaction and guest satisfaction extremeness"
    "docSurtitle" => "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 | 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: "fr"
  +"_type": "_doc"
  +"_score": 8.965973
  +"parent": null
}