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Keywords: Service valence
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Journal Articles
The impact of linguistic style on customer satisfaction: a cross-cultural empirical study in Ecuador
Journal:
International Hospitality Review
International Hospitality Review (2023) 37 (1): 125–142.
Published: 29 July 2021
... (formal vs casual) and service valence (service success vs service failure) together influenced customer satisfaction. Specifically, Study 1 examined the service success condition, and Study 2 investigated the service failure condition. Findings The research results show that, in the service success...
