LAUSR

Abstract This study uses an organizational learning perspective to examine how hotel experience (both accumulated from own and others) affects performance outcomes as evaluated by customer dissatisfaction. To this end, we show that hotel experience has a curvilinear effect on customer dissatisfaction, but the relationship has different shapes based on the source of learning (own vs. others). The learning outcome is also contingent on how a hotel aspires for performance improvement. We discuss the implications of these findings and highlight the fact that although learning from others can be more beneficial in the short term, hotels need to rely on their own experience as a source of learning for long-term benefits.