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- Title
PERFORMANCE ET SATISFACTION: UNE RELATION BIEN MOINS SIMPLE QU'ELLE N'Y PARAIT. LE CAS DE L'HÔTELLERIE.
- Authors
BOTTI, Laurent; CORNE, Aurélie; GONCALVES, Olga; ROBINOT, Elisabeth
- Abstract
This paper aims to analyse the link between the operational performance of hotels (producer side) and the consumer's satisfaction (consumer side) regarding the service encounter. By the way, the goal is to identify the link between firm delivery value and consumer perception of it. This study focuses on 25 hotels. Two complementary methodologies (efficient frontier approach and multicriteria analysis) are used. The results are not confirming the hypothesis regarding a positive connection between firm performance and consumer satisfaction. However, these two methodologies give rooms to improve manager's actions.
- Publication
Revue Française du Marketing, 2016, Issue 255, p55
- ISSN
0035-3051
- Publication type
Article