Vladimir Perdomo-Verdecia , Pedro Garrido-Vega , Macarena Sacristán-Díaz
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An fsQCA analysis of service quality for hotel customer satisfaction
Managing customer satisfaction (CS) by adapting to market changes is essential for achieving customer loyalty. This study analyzes the asymmetric relationship between service quality (SQ) and CS in the hotel sector by applying the fuzzy-set qualitative comparative analysis (fsQCA) method to a five-star hotel in Cuba. Results of customer SQ perception analysis as configurations of conditions that explain the outcome of CS identify the individual contribution made by each of the services. In this specific case, when combined with other conditions in three different configurations, the quality of food in specialized restaurants is shown to be the determinant of the studied hotel’s CS outcomes. This research shows that fsQCA is useful for managing the causal complexity of hotel processes and activities. Additionally, it helps managers optimize CS by determining which attributes they need to focus on and which they do not, thus responding to the need to determine how SQ dimensions influence CS.
期刊介绍:
The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation.
In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field.
The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.