Palazzo, Maria; Foroudi, Pantea; Ferri, Maria Antonella - In: The TQM Journal 33 (2021) 7, pp. 193-221
Purpose: This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived value, loyalty, image and purchase intention in the hotel sector. Design/methodology/approach: The...