Relationships between Hotel Room Pricing, Occupancy, and Guest Satisfaction: A Longitudinal Case of a Midscale Hotel in the United States

Anna S. Mattila · John W. O’Neill

157 citations0/0 files storedJournal of Hospitality & Tourism Research

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Consumer Market Behavior and Pricing

Abstract

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.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 157 citations exist upstream.

References

2010Satisfaction: a behavioral perspective on the consumer 1991Effects of Price, Brand, and Store Information on Buyers' Product Evaluations 1996Services Marketing: Integrating Customer Focus Across the Firm 2004Services Marketing: Integrating Customer Focus Across the Firm 1989The Effect of Price, Brand Name, and Store Name on Buyers' Perceptions of Product Quality: An Integrative Review 1991Understanding Customer Expectations of Service 2001SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.1987Expectations and Norms in Models of Consumer Satisfaction

Cited by

2013Information and Communication Technologies in Tourism 2014 2009Pricing determinants in the hotel industry: Quantile regression analysis 2009TOURISM AND HOTEL COMPETITIVENESS RESEARCH 2013Service Quality Dimension and Customer Satisfaction: An Empirical Study in the Malaysian Hotel Industry 2009Hotel Brand Strategy 2011

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.