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

Palazzo, Maria, Foroudi, Pantea ORCID logoORCID: https://orcid.org/0000-0003-4000-7023 and Ferri, Maria Antonella (2021) Examining antecedents and consequences of perceived-service-quality in the hotel industry: a comparison between London and New York. The TQM Journal, 33 (7) . pp. 193-221. ISSN 1754-2731 [Article] (doi:10.1108/TQM-09-2020-0203)

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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.

Item Type: Article
Research Areas: A. > Business School > Marketing, Branding and Tourism
Item ID: 33359
Notes on copyright: © Maria Palazzo, Pantea Foroudi and Maria Antonella Ferri. Published by Emerald Publishing Limited.
This article is published under the Creative Commons Attribution (CC BY 4.0) licence. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and noncommercial purposes), subject to full attribution to the original publication and authors. The full terms of this licence may be seen at http://creativecommons.org/licences/by/4.0/legalcode
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Depositing User: Pantea Foroudi
Date Deposited: 04 Jun 2021 07:40
Last Modified: 29 Nov 2022 17:47
URI: https://eprints.mdx.ac.uk/id/eprint/33359

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