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

Department of Marketing

Research output: Contribution to journal › Journal article › Research › 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.

Original language	English
Journal	International Journal of Hospitality Management
Volume	44
Pages (from-to)	77-83
Number of pages	7
ISSN	0278-4319
DOIs	https://doi.org/10.1016/j.ijhm.2014.09.009
Publication status	Published - Jan 2015

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@article{772e4436f4644152bfcf6bb9887bf4ea,

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",

year = "2015",

month = jan,

doi = "10.1016/j.ijhm.2014.09.009",

language = "English",

volume = "44",

pages = "77--83",

journal = "International Journal of Hospitality Management",

issn = "0278-4319",

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T1 - The Effects of Customer Voice on Hotel Performance

AU - Assaf, A. George

AU - Josiassen, Alexander

AU - Cvelbar, Ljubica Knežević

AU - Woo, Linda

PY - 2015/1

Y1 - 2015/1

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

SP - 77

EP - 83

JO - International Journal of Hospitality Management

JF - International Journal of Hospitality Management

ER -