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

Academic Journal