The impact of linguistic style on customer satisfaction: a cross-cultural empirical study in Ecuador
The impact of linguistic style on customer satisfaction: a cross-cultural empirical study in Ecuador
About this item
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Publisher
Bingley: Emerald Group Publishing Limited
Journal title
Language
English
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Publisher
Bingley: Emerald Group Publishing Limited
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Contents
PurposeDrawing 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 Ecuador.Design/methodology/approachFollowing an experimen...
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Full title
The impact of linguistic style on customer satisfaction: a cross-cultural empirical study in Ecuador
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TN_cdi_doaj_primary_oai_doaj_org_article_561f24b6ad814393b7b55a391d9f4b3a
Permalink
https://devfeature-collection.sl.nsw.gov.au/record/TN_cdi_doaj_primary_oai_doaj_org_article_561f24b6ad814393b7b55a391d9f4b3a
Other Identifiers
ISSN
2516-8142
E-ISSN
2516-8142
DOI
10.1108/IHR-04-2021-0028
