Abstract
Purpose This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), 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 the qualitative study results and literature review, the authors designed a model that was examined via structural equation modelling and fuzzy set qualitative comparative analysis.Findings This paper presents a conceptual framework that 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 New York and London, the authors found that CRM and convenience have significant impact on perceived service quality. Interestingly, the aggregated data illustrate the negative relationship between image, loyalty and purchase intention.Originality/value The approach used by this 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.
Highlights
Tourism plays an important role in the economies of different nations: It is being used as an omnipresent vehicle for economic expansion and a fundamental factor of economic development policy (Al-Hazmia, 2020; Castellani et al, 2020)
The paper answers to the questions: What are the items that affect perceived service quality in the selected cities? Is trust playing any role in the connection that links perceived service quality with its antecedent? And, what are the influences of such concept on perceived value, satisfaction, image, loyalty and purchase intention? Findings here reflect preceding literature which highlighted that perceived service quality has a strategic role in tourism and needs a multidisciplinary approach to be analysed (Lee et al, 2000; Eisingerich and Bell, 2008; Su et al, 2016; Malik et al, 2020)
While achieving a positive perceived service quality is costly and challenging for an organisation, as it requires investing in customer relationship management (CRM) actions and in convenience, the findings of this study show that leveraging on this item is important to tourism decision-makers due to the fact that it can help to reach important results in terms of perceived quality, image, satisfaction and purchase intention
Summary
Tourism plays an important role in the economies of different nations: It is being used as an omnipresent vehicle for economic expansion and a fundamental factor of economic development policy (Al-Hazmia, 2020; Castellani et al, 2020). In this sector, service quality has become an issue (Qiu et al, 2020; Webster and Hung, 1994). The full terms of this licence may be seen at http://creativecommons.org/licences/by/4.0/legalcode
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