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.
Assaf, A. G., Josiassen, A., Cvelbar, L. K., & Woo, L. (2015). The Effects of Customer Voice on Hotel Performance. International Journal of Hospitality Management, 44, 77-83. https://doi.org/10.1016/j.ijhm.2014.09.009