The effects of customer voice on hotel performance

Does advertising spending improve sales performance?

“…Most performance studies include type of ownership (Assaf and Agbola, 2011;Pestana Barros and Dieke, 2008) due to its influence on performance. Customer satisfaction is also an important control variable and can impact the efficiency of advertising spending (Luo and Homburg, 2008;Assaf et al, 2015). 3 Table 2 contains descriptive statistics and a correlation matrix for all variables; there were no serious correlational problems between them.…”

Customer–Company Identification as the Enabler of Customer Voice Behavior: How Does It Happen?

“…On the one hand, previous studies have demonstrated the numerous benefits, such as increased customer loyalty (Bhodgett et al, 1995;Bettencourt, 1997), improved offerings and the prevention of future problems (Ahmad, 2002;Jain et al, 2003;Assaf et al, 2015), opportunities to correct errors (Priluck, 2003), and the maintenance of customer-firm relationships (Lacey, 2012;Béal and Sabadie, 2018), of direct face-to-face customer voice to organizations. On the other hand, under the high-speed development of Internet, ordinary consumers could conveniently express their voice through many online channels, such as social media, as well as brand community and shopping platforms (Stevens et al, 2018).…”

“…However, this definition of customer voice is not suitable for current research. Scholars are finding that consumers can express more to service providers by the use of their voice, which includes suggestions, satisfaction, compliments, and word of mouth (Assaf et al, 2015;Ma et al, 2015;Cossío-Silva et al, 2016;Béal and Sabadie, 2018;Zhang, 2019). There is a lack of conceptual definitions of customer voice applicable to the current situation.…”

Profitability in Egyptian hotels: business model and sustainability impact

“…They concluded in their Indian empirical research that the firm-specific factors and exchange rate channels are quite relevant in elucidating the profitability. Assaf, Josiassen, Knežević Cvelbar, and Woo (2015) reported that the financial measures of profitability are best measured using the technical efficiency gap ABSTRACT: The goals of this research are: first, to identify factors impacting hotel profitability; second, to explore the profitability ratios most commonly used by Egyptian hotel managers; third, to examine whether the hotel profitability is considered an issue of control or not. Questionnaires were collected from a convenience sample of hotels at different locations in Egypt.…”