The Integrity Dividend: How Excellent Leadership Drives Bottom-Line Results.
By Tony Simons Ph.D. - Cornell Center for Hospitality Research
Tuesday, 3rd April 2012
A study of 6,800 employees at 76 franchised Holiday Inn properties found a strong correlation between the behavioral integrity scores of each hotel's manager and that hotel's profit.

Managers who earned the highest integrity scores from their employees also recorded noticeably higher profits. An analysis of these hotels' financial results measured the increased profit that was obtained from higher integrity scores.

Further, it revealed a chain of favorable outcomes stemming from managers' behavioral integrity, including increased employee trust and commitment, improved discretionary service behavior, lower employee turnover, and greater customer satisfaction—all of which led to profit.

Interviews with corporate leaders in various industries confirmed and further developed these links between integrity and the bottom line.

One mechanism for the link from behavioral integrity to engaged employees is the fact that leaders offer clear direction and behave in the same way. Such consistent congruence between words and actions permeates an organization to create an effective culture and permit successful organizational change.

To view the documents, please click on the link below:


About The Center for Hospitality Research

A unit of the Cornell School of Hotel Administration, The Center for Hospitality Research (CHR) sponsors research designed to improve practices in the hospitality industry. Under the lead of the center's 79 corporate affiliates, experienced scholars work closely with business executives to discover new insights into strategic, managerial and operating practices. The center also publishes the award-winning hospitality journal, the Cornell Hospitality Quarterly.

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