TY - JOUR
T1 - Relationships between Hotel Room Pricing, Occupancy, and Guest Satisfaction
T2 - A Longitudinal Case of a Midscale Hotel in the United States
AU - Mattila, Anna S.
AU - O'Neill, John W.
PY - 2003
Y1 - 2003
N2 - This case study examined the relationship among hotel room prices, occupancy percentage, and guest satisfaction using 3 years of data from 3,875 actual guest satisfaction surveys at an upper-midscale hotel. The study concludes that price was a significant predictor of overall guest satisfaction and three key guest-satisfaction components: guest room cleanliness, maintenance, and attentiveness of staff (with negative, curvilinear relationships in all cases). Conversely, occupancy percentage failed to be a significant predictor of guest satisfaction.
AB - This case study examined the relationship among hotel room prices, occupancy percentage, and guest satisfaction using 3 years of data from 3,875 actual guest satisfaction surveys at an upper-midscale hotel. The study concludes that price was a significant predictor of overall guest satisfaction and three key guest-satisfaction components: guest room cleanliness, maintenance, and attentiveness of staff (with negative, curvilinear relationships in all cases). Conversely, occupancy percentage failed to be a significant predictor of guest satisfaction.
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U2 - 10.1177/1096348003252361
DO - 10.1177/1096348003252361
M3 - Article
AN - SCOPUS:21044457158
SN - 1096-3480
VL - 27
SP - 328
EP - 341
JO - Journal of Hospitality and Tourism Research
JF - Journal of Hospitality and Tourism Research
IS - 3
ER -