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January 16, 2026 - GTU Office of Press and Public Relations A study involving researchers from Gebze Technical University (GTU) that offers a new perspective on customer participation in the hospitality industry gets published in Cornell Hospitality Quarterly, one of the most prestigious journals in the field.
The study titled “Guest Voice Behavior for Hotels: The Role of Experience, Emotional Attachment, and Perceived Value,” co-authored by Feyza Özler-Efe (PhD) and Prof. Ebru Tümer from the GTU Faculty of Business Administration, together with researchers from different universities, Assoc. Prof. Nilşah Cavdar-Aksoy and Prof. Alev Koçak-Alan, presents an original framework that conceptualizes hotel guests’ evaluations within the scope of customer voice behavior.
The research emphasizes that hotel guests are not merely individuals who report problems, but rather are active stakeholders who also generate innovative suggestions and provide constructive contributions aimed at improving service quality. Grounded in Social Exchange Theory, the study examines in detail the roles of guest experience, emotional attachment, and perceived value in shaping guests’ behavioral responses toward hotels.
Using data collected from 628 participants based on their most recent hotel stay experiences, the tested model reveals that guest experience significantly enhances emotional attachment, and that emotional attachment mediates the relationship between guest experience and customer voice behavior. In addition, perceived value is highlighted as an important moderating factor that strengthens the relationship between experience and emotional attachment.
The study stands out for providing both theoretical contributions to the academic literature and practical managerial implications for hotel managers, particularly in the areas of customer relationship management and service design.
This international publication once again demonstrates Gebze Technical University’s growing global research impact in the fields of social sciences and management, while also serving as a strong example of GTU’s interdisciplinary and application-oriented research vision.
With its commitment to high-quality scientific output, Gebze Technical University continues to enhance its visibility on international academic platforms and contribute to global knowledge through research that generates societal impact.
PUBLICATION DETAILS
Article Title: Guest Voice Behavior for Hotels: The Role of Experience, Emotional Attachment, and Perceived Value
Authors: Özler-Efe, Feyza; Tümer, Ebru; Cavdar-Aksoy, Nilşah; Koçak-Alan, Alev
GTU Affiliation: Gebze Technical University, Kocaeli, Türkiye
Journal: Cornell Hospitality Quarterly
Publication Type: Research Article
Year: 2026
DOI: 10.1177/19389655251367401 |
