0000000000220679
AUTHOR
Maria Antonella Ferri
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 …
Cultural Product Management from Environment to Territorial Context
This chapter aims to represent the evolution of the cultural vocation of the territory with relation to the cultural product. The authors achieve this by adopting a holistic, viable-systemic approach. This approach proves useful to draw a better representation of the relationships existing among members of the territory - which is a prerequisite for the creation of any cultural product - and among them and the stakeholders to whom the cultural product itself is targeted. The authors consider the notion of relationship as a form of interactive connection determining - in causal fashion - a series of input-output effects among system members.