Organizational Climate, Perceived Customer Satisfaction, and Revenue per Available Room in Four- and Five-Star Australian Hotels

• Mark L. Manning ^[1] ; Peter Brosnan ^[1] ; Nils Timo ^[1]
  1. [1] Griffith University

     Griffith University

     Australia

     
• Localización: Tourism analysis, ISSN 1083-5423, Vol. 6, Nº. 2, 2001, págs. 123-137
• Idioma: inglés
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• Resumen

  • Organizational climate, customer satisfaction (as rated by employees), and revenue per available room (REVPAR) were investigated using 1401 employees of 14 hotels. Twenty-two percent of the variance in customer satisfaction between hotels was explained by differences in global organizational climate. Strong support was found for a model proposing seven dimensions of organizational climate to significantly affect customer satisfaction that would, in turn, significantly affect REVPAR. The dimensions of organizational climate explained 30% of the variance in customer satisfaction between hotels, and 23% of the variance in REVPAR between hotels was explained by customer satisfaction. It is argued that should employee perceptions not provide a valid measure of customer satisfaction, and are simply the result of employees in better organizational climates rating customer satisfaction more highly, one must still conclude 23% of the variation in REVPAR between hotels to be the result of variation in organizational climate.