The effects of customer voice on hotel performance

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

doi:10.1016/j.ijhm.2014.09.009

The effects of customer voice on hotel performance

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

Research output: Journal article publication › Journal article › Academic research › peer-review

50 Citations (Scopus)

Abstract

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 language	English
Pages (from-to)	77-83
Number of pages	7
Journal	International Journal of Hospitality Management
Volume	44
DOIs	https://doi.org/10.1016/j.ijhm.2014.09.009
Publication status	Published - 1 Jan 2015
Externally published	Yes

Keywords

Customer complaints
Customer satisfaction
Equity model
Hotel performance

ASJC Scopus subject areas

Tourism, Leisure and Hospitality Management
Strategy and Management

More information

10.1016/j.ijhm.2014.09.009

Cite this

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abstract = "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.",

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AU - Josiassen, Alexander

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AU - Woo, Linda Teresa

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AB - 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.

KW - Customer complaints

KW - Customer satisfaction

KW - Equity model

KW - Hotel performance

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U2 - 10.1016/j.ijhm.2014.09.009

DO - 10.1016/j.ijhm.2014.09.009

M3 - Journal article

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VL - 44

SP - 77

EP - 83

JO - International Journal of Hospitality Management

JF - International Journal of Hospitality Management

ER -

The effects of customer voice on hotel performance

Abstract

Keywords

ASJC Scopus subject areas

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