Examining antecedents and consequences of perceived-service-quality in the hotel industry: a comparison between London and New York

Purpose The paper aims at exploring the relations among the concepts of customer-relationship-management, convenience, trust, perceived-service-quality, satisfaction, perceived value, loyalty, image and purchase-intention in the hotel sector.
Design/methodology/approach The research was conducted using interviews with hospitality managers and guests who had a direct connection with the hotel industry. According to our qualitative study results and literature review, we designed a model which was examined via structural-equation-modelling (SEM) and fuzzy-set qualitative comparative analysis.
Findings Our paper presents a conceptual framework which enhances existing research in the field of study, as it was implemented to measure the antecedent and consequences of perceived-service-quality. Based on the results from NY and London, we found customer relationship management and convenience have significant impact on perceived-service-quality. Interestingly the aggregated data illustrates the negative relationship between image, loyalty, and purchase intention.
Originality The approach used by the current study is partially in line with previous theoretical analyses and shows appealing patterns in international service-quality perception. Besides, the paper adds insights into the realm, linking together different dimensions in order to reach an in-depth understanding and complex analysis of each item that affects and is affected by perceived-service-quality in the hotel industry.

© Maria Palazzo, Pantea Foroudi and Maria Antonella Ferri. Published by Emerald Publishing Limited.
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