Pub Date : 2024-09-18DOI: 10.1177/19389655241276498
Sean McGinley
The labor market has recovered from the lows induced by pandemic-era lockdowns, and this study seeks to determine how that recovery influences hospitality turnover. Drawing on Control Theory and the Threat-Rigidity Hypothesis, moderated associations were proposed between career variety and turnover intentions and grit and turnover intentions. The observed results supported the proposed theoretical explanation of job insecurity moderating the associations. Given low levels of job insecurity, people high in career variety were more likely to harbor high levels of turnover intentions and those with high levels of grit were less likely to harbor high turnover intentions. Theoretical contributions and practical implications are also discussed.
{"title":"Job Mobility in the Time of Recovery: An Examination of How Job Threats Influence Turnover Intentions","authors":"Sean McGinley","doi":"10.1177/19389655241276498","DOIUrl":"https://doi.org/10.1177/19389655241276498","url":null,"abstract":"The labor market has recovered from the lows induced by pandemic-era lockdowns, and this study seeks to determine how that recovery influences hospitality turnover. Drawing on Control Theory and the Threat-Rigidity Hypothesis, moderated associations were proposed between career variety and turnover intentions and grit and turnover intentions. The observed results supported the proposed theoretical explanation of job insecurity moderating the associations. Given low levels of job insecurity, people high in career variety were more likely to harbor high levels of turnover intentions and those with high levels of grit were less likely to harbor high turnover intentions. Theoretical contributions and practical implications are also discussed.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2024-09-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142261100","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-09-14DOI: 10.1177/19389655241271328
Emi Moriuchi, Samantha Murdy
With the growth of the sharing economy, consumers are price-shopping for their travel plans. Drip pricing is a concept practiced in specific service industries but is understudied in the sharing economy. This study aims to examine the effect of pricing presentation on consumer’s intention to stay at an accommodation in a sharing economy context. Two studies were conducted. Study 1 tests the research framework and the effect of drip pricing versus partitioned pricing. Study 2 investigates the effect of perceived price fairness. Consistent in all two studies, consumers prefer partitioned pricing over drip pricing in the sharing economy context. Perceived price fairness moderates the hypothesized relationships, suggesting this moderating factor can be used to overcome the provider-imposed pricing presentations and attenuate the negative effect it has on staying intentions. The findings in this study help sharing economy hosts to better understand how to overcome the dictated pricing presentations on the platform. Based on the results, the pricing of the service fee is an important factor to ensure that customers will book their stay. This research advances the investigation of pricing presentation in a sharing economy context. A new moderator perceived fairness was identified as a strong moderator for consumers to stay in a sharing economy.
{"title":"Consumer Reactions to Drip Pricing: The Moderating Effect of Price Fairness in the Sharing Economy Accommodation","authors":"Emi Moriuchi, Samantha Murdy","doi":"10.1177/19389655241271328","DOIUrl":"https://doi.org/10.1177/19389655241271328","url":null,"abstract":"With the growth of the sharing economy, consumers are price-shopping for their travel plans. Drip pricing is a concept practiced in specific service industries but is understudied in the sharing economy. This study aims to examine the effect of pricing presentation on consumer’s intention to stay at an accommodation in a sharing economy context. Two studies were conducted. Study 1 tests the research framework and the effect of drip pricing versus partitioned pricing. Study 2 investigates the effect of perceived price fairness. Consistent in all two studies, consumers prefer partitioned pricing over drip pricing in the sharing economy context. Perceived price fairness moderates the hypothesized relationships, suggesting this moderating factor can be used to overcome the provider-imposed pricing presentations and attenuate the negative effect it has on staying intentions. The findings in this study help sharing economy hosts to better understand how to overcome the dictated pricing presentations on the platform. Based on the results, the pricing of the service fee is an important factor to ensure that customers will book their stay. This research advances the investigation of pricing presentation in a sharing economy context. A new moderator perceived fairness was identified as a strong moderator for consumers to stay in a sharing economy.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2024-09-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142261101","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-09-10DOI: 10.1177/19389655241271398
Yuan Li, Manisha Singal
Drawing on agency theory, we explore the relationship between mergers and acquisitions (M&As) and chief executive officer (CEO) compensation in the hospitality and tourism (HT) industry. Specifically, we investigate whether growth via acquisitions, a popular strategy in the HT industry, is influenced by CEO compensation. Using a sample of HT and non-HT firms for comparison from 1992 to 2019, we find that CEO compensation is significantly higher after acquisitions for both HT and non-HT firms. However, when controlling for common compensation determinants, CEO compensation is significantly higher in HT firms but not in non-HT firms. Surprisingly, in our sample, corporate governance is not significantly related to changes in CEO compensation post-acquisition. In addition, while the fraction of cash-based compensation is negatively related to M&A propensity in both HT and non-HT firms, the fraction of equity-based compensation is unrelated to M&A propensity in HT firms. Our study fills an important gap in the sparse literature on the link between M&A and CEO compensation in the HT industry, providing theoretical implications for future research and managerial implications for boards of directors to design compensation plans that align the interests of managers and shareholders.
根据代理理论，我们探讨了酒店和旅游业（HT）中的并购（M&As）与首席执行官（CEO）薪酬之间的关系。具体而言，我们研究了酒店和旅游业中流行的并购战略是否会影响首席执行官的薪酬。通过对 1992 年至 2019 年酒店与旅游业企业和非酒店与旅游业企业的样本进行比较，我们发现酒店与旅游业企业和非酒店与旅游业企业的 CEO 薪酬在并购后都显著提高。然而，在控制了共同的薪酬决定因素后，HT 企业的 CEO 薪酬明显高于非 HT 企业。令人惊讶的是，在我们的样本中，公司治理与收购后首席执行官薪酬的变化没有显著关系。此外，在高增长公司和非高增长公司中，基于现金的薪酬比例与并购倾向呈负相关，而在高增长公司中，基于股票的薪酬比例与并购倾向无关。我们的研究填补了有关高温行业 M&A 与首席执行官薪酬之间联系的稀少文献中的一个重要空白，为未来研究提供了理论依据，并为董事会设计能使经理人和股东利益一致的薪酬计划提供了管理启示。
{"title":"Mergers and Acquisitions, CEO Compensation, and Corporate Governance in the Hospitality and Tourism Industry","authors":"Yuan Li, Manisha Singal","doi":"10.1177/19389655241271398","DOIUrl":"https://doi.org/10.1177/19389655241271398","url":null,"abstract":"Drawing on agency theory, we explore the relationship between mergers and acquisitions (M&As) and chief executive officer (CEO) compensation in the hospitality and tourism (HT) industry. Specifically, we investigate whether growth via acquisitions, a popular strategy in the HT industry, is influenced by CEO compensation. Using a sample of HT and non-HT firms for comparison from 1992 to 2019, we find that CEO compensation is significantly higher after acquisitions for both HT and non-HT firms. However, when controlling for common compensation determinants, CEO compensation is significantly higher in HT firms but not in non-HT firms. Surprisingly, in our sample, corporate governance is not significantly related to changes in CEO compensation post-acquisition. In addition, while the fraction of cash-based compensation is negatively related to M&A propensity in both HT and non-HT firms, the fraction of equity-based compensation is unrelated to M&A propensity in HT firms. Our study fills an important gap in the sparse literature on the link between M&A and CEO compensation in the HT industry, providing theoretical implications for future research and managerial implications for boards of directors to design compensation plans that align the interests of managers and shareholders.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2024-09-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142220080","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-09-07DOI: 10.1177/19389655241276511
Shi (Tracy) Xu, Mark Ashton, Yanning Li, Gregor Staunton, Yu (Kevin) Li
Many hotel organizations were helping their employees remain engaged in the workplace during the pandemic. From the perspective of social exchange theory, the antecedents and outcome of this engagement were explored in two studies. A qualitative interview investigation of U.K. hotel employee engagement as reported by Senior Managers ( n = 9) was carried out in Study 1 from which a theoretical model to investigate the antecedents and outcome of this engagement was developed, and tested with U.K. hotel employees ( n = 163) in Study 2, with both studies conducted sequentially during the pandemic. Study 1 found that the emergence of new methods and styles of communication, the provision of and increased access to training, and employees’ adaptation to changes positively facilitated employee engagement through the pandemic. Results of Study 2 suggested that employee resilience, perceived communication quality, and workplace health and safety training are positively related to employee engagement, which in turn improves employee performance. This research enhances the theoretical understanding of the personal factor (i.e., employee resilience) and situational factors (i.e., perceived communication quality, and workplace health and safety training) that help enhance employee engagement and ultimately improve performance. The practical implications of the study propose means of effective communication with employees, mechanisms to bolster employee resilience and proactive health and safety training and reinduction of employees ahead of their return to work with guests during times of extreme turbulence.
{"title":"Hotel Employee Engagement During the Pandemic: A Mixed-Method Approach","authors":"Shi (Tracy) Xu, Mark Ashton, Yanning Li, Gregor Staunton, Yu (Kevin) Li","doi":"10.1177/19389655241276511","DOIUrl":"https://doi.org/10.1177/19389655241276511","url":null,"abstract":"Many hotel organizations were helping their employees remain engaged in the workplace during the pandemic. From the perspective of social exchange theory, the antecedents and outcome of this engagement were explored in two studies. A qualitative interview investigation of U.K. hotel employee engagement as reported by Senior Managers ( n = 9) was carried out in Study 1 from which a theoretical model to investigate the antecedents and outcome of this engagement was developed, and tested with U.K. hotel employees ( n = 163) in Study 2, with both studies conducted sequentially during the pandemic. Study 1 found that the emergence of new methods and styles of communication, the provision of and increased access to training, and employees’ adaptation to changes positively facilitated employee engagement through the pandemic. Results of Study 2 suggested that employee resilience, perceived communication quality, and workplace health and safety training are positively related to employee engagement, which in turn improves employee performance. This research enhances the theoretical understanding of the personal factor (i.e., employee resilience) and situational factors (i.e., perceived communication quality, and workplace health and safety training) that help enhance employee engagement and ultimately improve performance. The practical implications of the study propose means of effective communication with employees, mechanisms to bolster employee resilience and proactive health and safety training and reinduction of employees ahead of their return to work with guests during times of extreme turbulence.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2024-09-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142220081","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-08-02DOI: 10.1177/19389655241267241
Amrik Singh, John W. O’Neill, Peng Liu
This study investigates the influence of hotel attributes and characteristics on debt servicing and default in the U.S. hotel sector. Employing a unique dataset that we derived comprising more than 2,000 hotels from five recent years, this study provides empirical evidence of significant effect of hotel characteristics on debt servicing performance and default. Debt service and debt yield performance is significantly and negatively associated with the likelihood of default. Hotel default probability also varies significantly across various hotel characteristics, including service type, location, class, size, and age. In particular, the results show interstate hotels by location, economy and midscale hotels by class, smaller hotels by size, newer hotels by age, and hotels that are components of portfolios with significantly lower probability of default. Analysis by hotel service type provides empirical support for the main findings. Theoretical and practical implications provide owners and investors with relevant information for hotel investment decisions.
{"title":"The Influence of Hotel Characteristics on Debt Servicing and Default in the U.S. Lodging Sector","authors":"Amrik Singh, John W. O’Neill, Peng Liu","doi":"10.1177/19389655241267241","DOIUrl":"https://doi.org/10.1177/19389655241267241","url":null,"abstract":"This study investigates the influence of hotel attributes and characteristics on debt servicing and default in the U.S. hotel sector. Employing a unique dataset that we derived comprising more than 2,000 hotels from five recent years, this study provides empirical evidence of significant effect of hotel characteristics on debt servicing performance and default. Debt service and debt yield performance is significantly and negatively associated with the likelihood of default. Hotel default probability also varies significantly across various hotel characteristics, including service type, location, class, size, and age. In particular, the results show interstate hotels by location, economy and midscale hotels by class, smaller hotels by size, newer hotels by age, and hotels that are components of portfolios with significantly lower probability of default. Analysis by hotel service type provides empirical support for the main findings. Theoretical and practical implications provide owners and investors with relevant information for hotel investment decisions.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2024-08-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141887070","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-07-27DOI: 10.1177/19389655241265949
H. Song
Despite the financial gains from initial public offerings (IPOs), they also bring costs and risks. Drawing on signaling theory and other supporting theories, this study focuses on how the social capital of top management teams (TMT) and a board of directors influence IPO valuation in the hospitality industry, particularly under the quality uncertainty of a firm’s IPO readiness. This study found that external social capital of a board positively impacts IPO performance while TMT’s external social capital has a negative effect. These significant relationships were positively moderated by a firm’s quality uncertainty. However, the internal social capital of both TMT and a board of directors shows no significant impact. These findings, which differ from general managerial settings, enrich the understanding of strategic leadership and corporate governance in IPO contexts within the hospitality sector. Also, the findings of this study offer practical insights for hospitality firms preparing for IPOs.
{"title":"Necessarily Optimistic? Upper Echelons’ Social Capital and IPO Valuation in the Hospitality Industry","authors":"H. Song","doi":"10.1177/19389655241265949","DOIUrl":"https://doi.org/10.1177/19389655241265949","url":null,"abstract":"Despite the financial gains from initial public offerings (IPOs), they also bring costs and risks. Drawing on signaling theory and other supporting theories, this study focuses on how the social capital of top management teams (TMT) and a board of directors influence IPO valuation in the hospitality industry, particularly under the quality uncertainty of a firm’s IPO readiness. This study found that external social capital of a board positively impacts IPO performance while TMT’s external social capital has a negative effect. These significant relationships were positively moderated by a firm’s quality uncertainty. However, the internal social capital of both TMT and a board of directors shows no significant impact. These findings, which differ from general managerial settings, enrich the understanding of strategic leadership and corporate governance in IPO contexts within the hospitality sector. Also, the findings of this study offer practical insights for hospitality firms preparing for IPOs.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.4,"publicationDate":"2024-07-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141797041","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-07-25DOI: 10.1177/19389655241264470
Bongki Woo, Kawon Kim
This study investigates how managers’ and targeted Asian employees’ responses to customer-perpetrated racial discrimination affect the observing customers’ perceptions and behavioral intention. Using two experimental designs, Study 1 examines the effect of managers’ responses (i.e., avoidance, employee support, and customer support), and Study 2 tests targeted employees’ responses (avoidance, confrontation, and venting) to racial discrimination on observing customer’s revisit intention. In addition, this study examines the moderating role of the severity of racial discrimination. Across two studies, this research provides evidence that observing customers tend to rate managers as fair when they support the targeted employees. Also, observing customers rate the targeted employees as competent when they professionally confront the customers which led to a higher level of revisit intention. This study expands the hospitality literature by focusing on racial discrimination against Asian American and offers practical guidance on how managers and employees should respond to racial discrimination.
{"title":"Racial Discrimination Against Service Employees: The Influence of Managers and Employees’ Responses","authors":"Bongki Woo, Kawon Kim","doi":"10.1177/19389655241264470","DOIUrl":"https://doi.org/10.1177/19389655241264470","url":null,"abstract":"This study investigates how managers’ and targeted Asian employees’ responses to customer-perpetrated racial discrimination affect the observing customers’ perceptions and behavioral intention. Using two experimental designs, Study 1 examines the effect of managers’ responses (i.e., avoidance, employee support, and customer support), and Study 2 tests targeted employees’ responses (avoidance, confrontation, and venting) to racial discrimination on observing customer’s revisit intention. In addition, this study examines the moderating role of the severity of racial discrimination. Across two studies, this research provides evidence that observing customers tend to rate managers as fair when they support the targeted employees. Also, observing customers rate the targeted employees as competent when they professionally confront the customers which led to a higher level of revisit intention. This study expands the hospitality literature by focusing on racial discrimination against Asian American and offers practical guidance on how managers and employees should respond to racial discrimination.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2024-07-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141782341","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-06-12DOI: 10.1177/19389655241256588
Minji Kim, Hye-Lina Kim, Zihui Ma, Sooyeon Lee
Given the growing interest in healthy and sustainable consumption, organic food has gained much attention from restaurants and markets aiming to achieve a competitive advantage. As a new form of word of mouth, influencers’ endorsements help organic food marketers reach and attract potential consumers. However, little is known about the persuasiveness of influencer marketing in organic food settings. Drawing on source credibility theory, this study proposes influencer credibility as the key to influencer marketing and examines its impact on consumer responses. Using data from an online survey, structural equation modeling revealed a significant and positive relationship between all credibility dimensions (expertise, trustworthiness, attractiveness, and interactivity) and perceived information quality leading to behavioral intention. Moreover, a significant moderation of herd behavior on the credibility information quality relationship was found. These findings will provide useful insights for organic food marketers in developing effective influencer marketing strategies.
{"title":"What Makes Consumers Purchase Social Media Influencers Endorsed Organic Food Products","authors":"Minji Kim, Hye-Lina Kim, Zihui Ma, Sooyeon Lee","doi":"10.1177/19389655241256588","DOIUrl":"https://doi.org/10.1177/19389655241256588","url":null,"abstract":"Given the growing interest in healthy and sustainable consumption, organic food has gained much attention from restaurants and markets aiming to achieve a competitive advantage. As a new form of word of mouth, influencers’ endorsements help organic food marketers reach and attract potential consumers. However, little is known about the persuasiveness of influencer marketing in organic food settings. Drawing on source credibility theory, this study proposes influencer credibility as the key to influencer marketing and examines its impact on consumer responses. Using data from an online survey, structural equation modeling revealed a significant and positive relationship between all credibility dimensions (expertise, trustworthiness, attractiveness, and interactivity) and perceived information quality leading to behavioral intention. Moreover, a significant moderation of herd behavior on the credibility information quality relationship was found. These findings will provide useful insights for organic food marketers in developing effective influencer marketing strategies.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2024-06-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141351476","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-06-07DOI: 10.1177/19389655241244703
Changhee Kim, Jaeho Shin, Hongsuk Yang, Dohyung Bang, Rohit Verma
The emergence of home-sharing services and technological advancements has transformed the lodging market, prompting strategic divergence for distinct brand positioning. Previous hospitality research primarily explored linear relationships between hotel brand strategy and performance, leaving a gap regarding the impact of brand strategy divergence on performance heterogeneity. In this respect, this study examined how hotel brands’ strategic divergence influences performance heterogeneity. By employing the bootstrap two-stage data envelopment analysis with customer satisfaction as an intermediate factor, this study computed service productivity and service effectiveness as performance measures. The results indicate significant differences in service productivity and effectiveness patterns based on brand strategy—upper-scale, lower-scale, or extended-stay-type positioning. Hotels cluster into “revenue-oriented” and “efficient provider” groups, revealing distinct performance polarization. Importantly, this polarization does not imply the inherent superiority of a specific strategy; rather, the findings suggest hotels may optimize performance structure based on their chosen strategy.
{"title":"Strategy Divergence and Performance Polarization in the Hotel Industry","authors":"Changhee Kim, Jaeho Shin, Hongsuk Yang, Dohyung Bang, Rohit Verma","doi":"10.1177/19389655241244703","DOIUrl":"https://doi.org/10.1177/19389655241244703","url":null,"abstract":"The emergence of home-sharing services and technological advancements has transformed the lodging market, prompting strategic divergence for distinct brand positioning. Previous hospitality research primarily explored linear relationships between hotel brand strategy and performance, leaving a gap regarding the impact of brand strategy divergence on performance heterogeneity. In this respect, this study examined how hotel brands’ strategic divergence influences performance heterogeneity. By employing the bootstrap two-stage data envelopment analysis with customer satisfaction as an intermediate factor, this study computed service productivity and service effectiveness as performance measures. The results indicate significant differences in service productivity and effectiveness patterns based on brand strategy—upper-scale, lower-scale, or extended-stay-type positioning. Hotels cluster into “revenue-oriented” and “efficient provider” groups, revealing distinct performance polarization. Importantly, this polarization does not imply the inherent superiority of a specific strategy; rather, the findings suggest hotels may optimize performance structure based on their chosen strategy.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2024-06-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141371780","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：