Examining antecedents and consequences of perceived service quality in the hotel industry: a comparison between London and New York

Purpose This paper aims at exploring the relations amongst concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, value, loyalty, image and purchase intention in hotel sector. Design/methodology/approach The research was conducted using interviews with hospitality managers guests who had a direct connection industry. According to qualitative study results literature review, authors designed model that examined via structural equation modelling fuzzy set comparative analysis. Findings presents conceptual framework enhances existing field study, as it implemented measure antecedent consequences quality. Based on from New York London, found CRM convenience have significant impact Interestingly, aggregated data illustrate negative between image, loyalty intention. Originality/value approach used by this is partially line previous theoretical analyses shows appealing patterns international quality perception. Besides, adds insights into realm, linking together different dimensions order reach an in-depth understanding complex analysis each item affects affected