Data for this study were collected from the employees,
customers and managers of three and four star hotels located in
five destinations. In each destination, 50 three and four star hotels
were recruited to participate in the study using a snowball
sampling methodology. A packet of materials were delivered to
each hotel by a member of the research team. Each packet
contained 10 employee surveys, 20 customer surveys and 1 survey
for the manager. Before collecting the data, each property was
assigned a code to make sure that responses from the employees
and customers of each property were assigned to the right
property. Customer satisfaction data were collected through a
series of surveys conducted at each property. The financial data
were collected from the managers of individual properties