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Balancing short-term gains and long-term success in lodging: The role of customer satisfaction and price in hotel profitability model
Leiden University, Leiden, The Netherlands.ORCID iD: 0000-0002-2504-3141
Örebro University, School of Hospitality, Culinary Arts & Meal Science.ORCID iD: 0000-0002-6365-930X
2024 (English)In: Tourism Economics, ISSN 1354-8166, E-ISSN 2044-0375, Vol. 30, no 4, p. 844-875Article in journal (Refereed) Published
Abstract [en]

This study examines the relationship between revenue and profit drivers and long-term financial performance in the hotel industry based on 17-years data (2004–2020) of six US hotel chains. The analysis creates, tests, and analyzes a cross-level model that examines the complex endogenous relationships, underlying long-term financial performance of hotels. Specifically, we examine the interaction of room price (ADR) and customer satisfaction (ACSI) within a sales-volume-driver framework that impacts financial performance through profitability, measured at both the operating and accounting levels. This study seeks to advance our understanding of these relationships, their characteristics, and their implications for long-term financial performance in the hotel industry. The findings reveal that customer satisfaction is more important than price in achieving long-term financial success in the hotel industry, whereas room nights sold is significant positive driver of all performance levels.

Place, publisher, year, edition, pages
IP Publishing Ltd. , 2024. Vol. 30, no 4, p. 844-875
Keywords [en]
revenue drivers, profit drivers, stock market performance, hotel financial performance, customer satisfaction, American customer satisfaction index, price-traffic relation
National Category
Business Administration
Research subject
Business Studies; Economics
Identifiers
URN: urn:nbn:se:oru:diva-108252DOI: 10.1177/13548166231199156ISI: 001065423900001Scopus ID: 2-s2.0-85171301771OAI: oai:DiVA.org:oru-108252DiVA, id: diva2:1797008
Available from: 2023-09-13 Created: 2023-09-13 Last updated: 2024-06-17Bibliographically approved

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Carlbäck, Mats

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CiteExportLink to record
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  • apa
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