The Effects of Customer Voice on Hotel Performance

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

Institut for Afsætningsøkonomi

Publikation: Bidrag til tidsskrift › Tidsskriftartikel › Forskning › peer review

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.

Originalsprog	Engelsk
Tidsskrift	International Journal of Hospitality Management
Vol/bind	44
Sider (fra-til)	77-83
Antal sider	7
ISSN	0278-4319
DOI	https://doi.org/10.1016/j.ijhm.2014.09.009
Status	Udgivet - jan. 2015

Emneord

Hotel performance
Customer satisfaction
Customer complaints
Equity model

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Citationsformater

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title = "The Effects of Customer Voice on Hotel Performance",

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.",

keywords = "Hotel performance, Customer satisfaction, Customer complaints, Equity model",

author = "Assaf, {A. George} and Alexander Josiassen and Cvelbar, {Ljubica Kne{\v z}evi{\'c}} and Linda Woo",

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AU - Josiassen, Alexander

AU - Cvelbar, Ljubica Knežević

AU - Woo, Linda

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N2 - 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.

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 - Hotel performance

KW - Customer satisfaction

KW - Customer complaints

KW - Equity model

U2 - 10.1016/j.ijhm.2014.09.009

DO - 10.1016/j.ijhm.2014.09.009

M3 - Journal article

SN - 0278-4319

VL - 44

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EP - 83

JO - International Journal of Hospitality Management

JF - International Journal of Hospitality Management

ER -