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Blurred lines: comparing room rates, star-ratings, and user-generated contents for full-service and select-service hotels

Author

Listed:
  • Amanda Belarmino

    (University of Nevada Las Vegas)

  • Yoon Koh

    (University of Houston)

  • Hyejo Hailey Shin

    (Hong Kong Polytechnic University)

Abstract

The relatively low cost to build select-service hotels coupled with increased competition in this segment has led to innovations that may have blurred the lines between full-service and select-service hotels. This study compares consumer perceptions of select-service and full-service hotels by comparing the best available rates and consumer-generated reviews from two sets of full-service and select-service hotels from Intercontinental Hotel Group and Hilton. This study found that brand, not segment, affected room rate while select-service hotels had significantly higher star-ratings than full-service hotels. For revenue managers, this study indicates that consumers are willing-to-pay a premium for hotels in certain brands.

Suggested Citation

  • Amanda Belarmino & Yoon Koh & Hyejo Hailey Shin, 2022. "Blurred lines: comparing room rates, star-ratings, and user-generated contents for full-service and select-service hotels," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 721-742, September.
    • Handle: RePEc:spr:svcbiz:v:16:y:2022:i:3:d:10.1007_s11628-021-00477-2
    DOI: 10.1007/s11628-021-00477-2
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    References listed on IDEAS

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