Influence of Organizational Form and Customer Type on Online Customer Satisfaction Ratings

Benjamin Lawrence and Rozenn Perrigot ()
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Benjamin Lawrence: School of Hotel Administration - Cornell University [New York]
Rozenn Perrigot: CREM - Centre de recherche en économie et management - UNICAEN - Université de Caen Normandie - NU - Normandie Université - UR - Université de Rennes - CNRS - Centre National de la Recherche Scientifique

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Abstract: In this paper, we explore the impact of the organizational form (company‐owned versus franchised) and the type of customer (nonbusiness versus business) on online consumer‐generated satisfaction ratings in the hotel industry. Our empirical study deals with 6,348 TripAdvisor reviews regarding stays at one of 134 hotels of a plural form chain located in a Western European country. Our main finding reveals that the type of customer moderates the relationship between organizational form and customer satisfaction; business travelers having higher satisfaction with franchised hotels than company‐owned hotels in terms of satisfaction. We discuss the implications of these findings for the management of plural form chains.

Keywords: organizational form; hotel industry (search for similar items in EconPapers)
Date: 2015-10
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Citations: View citations in EconPapers (5)

Published in Journal of Small Business Management, 2015, 53, pp.58-74. ⟨10.1111/jsbm.12184⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:halshs-01238508

DOI: 10.1111/jsbm.12184

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