Managing customer relationships in hotel chains: a comparison between guest and manager perceptions

Haywantee Rumi Ramkissoon, Felix T. Mavondo

Research output: Chapter in Book/Report/Conference proceedingChapter (Book)Researchpeer-review

3 Citations (Scopus)


The analysis of hotel efficiency and productivity is a well-established line of research in tourism, which was initiated by Baker and Riley, who analysed the hotel industry with ratios, and later Anderson et al. who analysed hotels in the USA with a DEA model. It uses the data envelopment analysis (DEA) and aims to calculate Malmquist indices for three measures of interest: productivity growth, technical progress and efficiency change. Productivity growth is the overall measure of productivity, which is also referred to as the Malmquist index, and it is defined as being the sum of technical progress and efficiency change. Managerial practices and scale are behind in terms of the efficiency change and investment is behind for technological change. Some hotels have less productivity on account of their location and attract lower business and therefore do not permit an efficient use of the resources available.
Original languageEnglish
Title of host publicationThe Routledge Handbook of Hotel Chain Management
EditorsMaya Ivanova, Stanislav Ivanov, Vincent P. Magnini
Place of PublicationAbingdon UK
Number of pages10
ISBN (Electronic)9781317618430, 9781315752532
ISBN (Print)9781138805057
Publication statusPublished - 5 May 2016

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