The impact of linguistic style on customer satisfaction: a cross-cultural empirical study in Ecuador
Purpose – Drawing on the dual process theory and the cultural dimension of power distance, the current research investigates the impact of a specific service clue—the linguistic style of address forms (salutation) in hotel manager letters to guests—on customer satisfaction in a hotel context in Ecua...
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Emerald Publishing
2023-06-01
|
| Series: | International Hospitality Review |
| Subjects: | |
| Online Access: | https://www.emerald.com/insight/content/doi/10.1108/IHR-04-2021-0028/full/pdf |