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dc.contributor.authorKimes, Sheryl E.
dc.description.abstractThree years of quality and operational performance data from 1,135 franchised Holiday Inn hotels were analyzed to determine the relationship between product quality and operational performance. Hotels with at least one quality defect in the exterior, the guest room, and the guest bath had a revenue per available room per day (RevPAR) of approximately $2.80 less than hotels that did not have defects in each of the areas. This implies that to be successful, a hotel must concentrate on maintaining high quality standards in areas that have the greatest impact on financial return.
dc.rightsRequired Publisher Statement: © SAGE. Final version published as: Kimes, S. E. (1999). The relationship between product quality and revenue per available room at Holiday Inn. Journal of Service Research, 2(2), 138-144. doi: 10.1177/109467059922002 Reprinted with permission. All rights reserved.
dc.subjectoperational performance
dc.subjectrevenue per available room per day
dc.subjectguest room defects
dc.subjectquality standards
dc.subjectHoliday Inn
dc.titleThe Relationship Between Product Quality and Revenue per Available Room at Holiday Inn
dc.description.legacydownloadsKimes44_Relationship_Between_Product.pdf: 684 downloads, before Aug. 1, 2020.
local.authorAffiliationKimes, Sheryl E.: Cornell University School of Hotel Administration

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