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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Benjamin Lawrence & Rozenn Perrigot, 2015. "Influence of Organizational Form and Customer Type on Online Customer Satisfaction Ratings," Post-Print halshs-01238508, HAL.
    • Handle: RePEc:hal:journl:halshs-01238508
    DOI: 10.1111/jsbm.12184
    as

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    Citations

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    Cited by:

    1. Vázquez-Suárez, Luis & Mejía-Vásquez, Pericles Ramón & Serafim da Silva, Sheila & Sánchez-Gómez, Roberto, 2022. "Gender’s moderating role in the relationship between organisational form and performance in the Spanish supermarket industry," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    2. Perrigot, Rozenn & López-Fernández, Begoña & Basset, Guy, 2020. "“Conflict-performance assumption†or “performance-conflict assumption†: Insights from franchising," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    3. Wei Jiang & Liwen Wang & Kevin Zhou, 2022. "Green Practices and Customer Evaluations of the Service Experience: The Moderating Roles of External Environmental Factors and Firm Characteristics," Post-Print hal-04015637, HAL.
    4. Sánchez-Gómez, Roberto & Vázquez-Suárez, Luis, 2024. "Organizational structure and store performance in the grocery retail industry: The moderating role of narcissistic leadership," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    5. Wei Jiang & Liwen Wang & Kevin Zheng Zhou, 2023. "Green Practices and Customer Evaluations of the Service Experience: The Moderating Roles of External Environmental Factors and Firm Characteristics," Journal of Business Ethics, Springer, vol. 183(1), pages 237-253, February.

    More about this item

    Keywords

    organizational form; hotel industry;

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