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: | Alei Fan, Hubert B. Van Hoof, Xueting Dou, Ana Lucia Serrano |
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Format: | Article |
Language: | English |
Published: |
Emerald Publishing
2023-06-01
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Series: | International Hospitality Review |
Subjects: | |
Online Access: | https://www.emerald.com/insight/content/doi/10.1108/IHR-04-2021-0028/full/pdf |
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