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.\ud \ud 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.\ud \ud Findings Our paper presents a conceptual framework which enhances existing research in …