... service practices Customer satisfaction Word of mouth Green hotels Perceived service quality In today’s highly competitive service environment, understanding true perceptions and meeting the expectations of customers is critical (Malik, Akhtar, Raziq, & Ahmad, 2020 ; Preko, Gyepi-Garbrah...

... to guests—on customer satisfaction in a hotel context in Ecuador. Design/methodology/approach Following an experimental design research approach, this research conducted a series of two studies to examine how customers' cultural values (high vs low power distance), linguistic style of address forms...

...Vincent M. Thielemann; Michael C. Ottenbacher; Robert James Harrington Purpose The purpose of this paper is to identify the antecedents of perceived customer value, such as the perceived quality and perceived sacrifices, and the effects on customer satisfaction and customer loyalty (CL...