@article {Davidson:2001:1083-5423:123,
title = "Organizational Climate, Perceived Customer Satisfaction, and Revenue per Available Room in Four- and Five-Star Australian Hotels",
journal = "Tourism Analysis",
parent_itemid = "infobike://cog/ta",
publishercode ="cog",
year = "2001",
volume = "6",
number = "2",
publication date ="2001-02-01T00:00:00",
pages = "123-137",
itemtype = "ARTICLE",
issn = "1083-5423",
eissn = "1943-3999",
url = "https://www.ingentaconnect.com/content/cog/ta/2001/00000006/00000002/ta117",
doi = "doi:10.3727/108354201108749782",
keyword = "Hotels, Key words: Organizational climate, Custome",
author = "Davidson, M. and Manning, M.L. and Brosnan, P. and Timo, N.",
abstract = "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.",
}