...Isaac Sewornu Coffie; Re-an Müller; Elikem Chosniel Ocloo; Neo Ligaraba Purpose While several antecedents of customer satisfaction and brand equity have been examined in the literature, limited scholarly evidence exists on how back-end quality assurance measures influence these outcomes. More...

...) and consumers' perceived innovativeness on customer engagement. Additionally, it explores the mediating role of customer satisfaction. Lastly, it examines the moderating effect of service convenience between customer satisfaction and customer engagement. Design/methodology/approach This study...

... of customer satisfaction (CS) in the hospitality industry in Bangladesh. Design/methodology/approach The authors applied a convenience sampling approach to distribute questionnaires and collect opinions from 404 customers who stayed in Bangladesh's five- and four-star hotels. SmartPLS was applied...

...Yahaira Lisbeth Moreno Brito; Hyun-Jeong Ban; Hak-Seon Kim Purpose This research aims to analyze the customer satisfaction associated with experiences from 14 ecological hotels in Ecuador by exploring online guest reviews and classifying the most influential factors. Design/methodology/approach...

... perceived value substantially impacts customer satisfaction, and the latter substantially affects behavioural intention. Practical implications This study offers several suggestions for managers of fast-food restaurants on how to employ customer orientation to find current, latent and future customer...

...George Kofi Amoako; Livingstone Divine Caesar; Robert Kwame Dzogbenuku; Gifty Agyeiwah Bonsu Purpose This paper investigates the effects of service quality on customer satisfaction and repurchase intentions among customers of the KFC Fast Food Restaurant Chains. Design/methodology/approach...

...George Kofi Amoako; Emmanuel Kotey Neequaye; Solomon G. Kutu-Adu; Livingstone Divine Caesar; Kwame Simpe Ofori Purpose The purpose of this paper is to investigate how relationship marketing practice can lead to customer satisfaction in the current practices in the hotel industry in Ghana. Globally...

... influences on experiential value. These contributions postulate an impetus for future research in various service settings. Originality/value Regarding the role, the study assesses the role of shopping experiences of young consumers on experiential value, customer satisfaction and post-purchase attitudes...

... Customer satisfaction Hotel design Sleep quality Business travel Sleep quality has been identified as an essential characteristic that travelers look for when perusing online hotel reviews to find the perfect hotel (Beyer and Melendez, 2015). To that end, several high-end hotels have started...