When Cornell’s Tony Simons analyzed the differences in performance in a group of 76 Holiday Inn properties, he found a remarkable connection. The managers with the highest financial performance also earned the highest integrity scores from their employees. Based on those results, Simons, an associate professor at the Cornell School of Hotel Administration, was able to calculate the bottom-line value of integrity, which he calls the “integrity dividend.”

In a new Industry Perspectives paper from the Cornell Center for Hospitality Research, Simons confirms his quantitative findings with commentary from industry leaders in many industries. The paper, “The Integrity Dividend: How Excellent Hospitality Leadership Drives Bottom-Line Results,” is available at no charge from the Center for Hospitality Research.

“I was initially astonished at the nearly direct connection between a manager’s integrity and a hotel’s bottom line,” said Simons. “But it makes sense. Integrity means that you do what you say you will do. So, when leaders offer clear direction and behave consistently, employees take notice. Integrity of this kind permeates an organization to create an effective culture. In turn, we see growing employee trust and commitment, greater amounts of discretionary service behavior, and lower employee turnover. All of this points to greater customer satisfaction.”

Simons’s research is detailed in his book, The Integrity Dividend: Leading by the Power of Your Word, published by Jossey-Bass. Simons concludes: “I maintain that building impeccable personal integrity should be a foundation for any efforts at effective leadership development. This is not all it takes to lead—but no leadership is possible without it.”

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