Why negative outputs are often ignored: a comprehensive measure of hotel performance

• Assaf, A. George ^[1] ; Cvelbar, Ljubica Knezevic ^[2]
  1. [1] University of Massachusetts Amherst

     University of Massachusetts Amherst

     Town of Amherst, Estados Unidos

     
  2. [2] University of Ljubljana

     University of Ljubljana

     Eslovenia

     
• Localización: Tourism economics: the business and finance of tourism and recreation, ISSN 1354-8166, Vol. 21, Nº. 4, 2015, págs. 761-773
• Idioma: inglés
• Texto completo no disponible (Saber más ...)
• Resumen

  • Studies often overlook negative outputs when measuring hotel performance. This paper investigates the consequences of such omissions by comparing two performance models, one that includes negative outputs (customer complaints) and one that excludes negative outputs. The authors show that excluding negative outputs underestimates the efficiency and productivity results. The results also indicate important differences in the performance ranking of hotels when negative outputs were excluded from the model. The authors also found that hotel size and hotel classification have a minor impact on performance when accounting for negative outputs.