The effects of customer voice on hotel performance

A. George Assaf, Alexander Josiassen, Ljubica Knežević Cvelbar, Linda Teresa Woo

Research output: Journal article publicationJournal articleAcademic researchpeer-review

47 Citations (Scopus)


This paper investigates the effects of two critical customer voice variables on hotel performance. Specifically, the research provides a customer equity model in which the influences of both customer satisfaction and complaints are considered. The impact of the customer voice variables on hotel performance is investigated while considering the potential for moderating effects by hotel size and star rating. We use a more robust approach to measure firm performance than is traditionally used in satisfaction-performance studies. Finally the paper reports on the results of these investigations and outlines implications for both theory and practice.
Original languageEnglish
Pages (from-to)77-83
Number of pages7
JournalInternational Journal of Hospitality Management
Publication statusPublished - 1 Jan 2015
Externally publishedYes


  • Customer complaints
  • Customer satisfaction
  • Equity model
  • Hotel performance

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management


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