TY - JOUR
T1 - Hotel guest satisfaction and brand performance
T2 - The effect of franchising strategy
AU - O'Neill, John W.
AU - Mattila, Anna S.
AU - Xiao, Qu
PY - 2006
Y1 - 2006
N2 - The value and significance of guest satisfaction, brand management, and franchising in the hotel industry have been well documented and researched as independent topics. While previous research has suggested that franchising has an overall negative effect on hotel quality, it has rarely investigated the important links between hotel brand performance and guest satisfaction, and the role of brand franchising strategy in the relationship between hotel brand performance and guest satisfaction. This study examines the relationships among guest satisfaction, revenue performance and growth, and franchising strategy at the hotel brand level. Results indicate that guest satisfaction is a key to brand growth, while the positive effect of guest satisfaction on brand revenue performance is moderated by the extent of franchising within each brand.
AB - The value and significance of guest satisfaction, brand management, and franchising in the hotel industry have been well documented and researched as independent topics. While previous research has suggested that franchising has an overall negative effect on hotel quality, it has rarely investigated the important links between hotel brand performance and guest satisfaction, and the role of brand franchising strategy in the relationship between hotel brand performance and guest satisfaction. This study examines the relationships among guest satisfaction, revenue performance and growth, and franchising strategy at the hotel brand level. Results indicate that guest satisfaction is a key to brand growth, while the positive effect of guest satisfaction on brand revenue performance is moderated by the extent of franchising within each brand.
UR - http://www.scopus.com/inward/record.url?scp=33845611989&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=33845611989&partnerID=8YFLogxK
U2 - 10.1300/J162v07n03_02
DO - 10.1300/J162v07n03_02
M3 - Article
AN - SCOPUS:33845611989
SN - 1528-008X
VL - 7
SP - 25
EP - 39
JO - Journal of Quality Assurance in Hospitality and Tourism
JF - Journal of Quality Assurance in Hospitality and Tourism
IS - 3
ER -