Blurred lines: comparing room rates, star-ratings, and user-generated contents for full-service and select-service hotels

Amanda Belarmino (), Yoon Koh () and Hyejo Hailey Shin ()
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Amanda Belarmino: University of Nevada Las Vegas
Yoon Koh: University of Houston
Hyejo Hailey Shin: Hong Kong Polytechnic University

Service Business, 2022, vol. 16, issue 3, No 13, 742 pages

Abstract: Abstract The relatively low cost to build select-service hotels coupled with increased competition in this segment has led to innovations that may have blurred the lines between full-service and select-service hotels. This study compares consumer perceptions of select-service and full-service hotels by comparing the best available rates and consumer-generated reviews from two sets of full-service and select-service hotels from Intercontinental Hotel Group and Hilton. This study found that brand, not segment, affected room rate while select-service hotels had significantly higher star-ratings than full-service hotels. For revenue managers, this study indicates that consumers are willing-to-pay a premium for hotels in certain brands.

Keywords: Segmentation theory; Select-service; Full-service; Brand extensions; User-generated content (search for similar items in EconPapers)
Date: 2022
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DOI: 10.1007/s11628-021-00477-2

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