Does Economic Ideology Influence Service Satisfaction?
(A2025-126018)

AUTHORS

WALTER PALOMINO-TAMAYO, Universidad Carlos III de Madrid; JULIO CERVINO, University Carlos III of Madrid

ABSTRACT

This study examined the difference between the service delivery in a hotel located in a planned economy country such as Cuba and its counterpart located in Western countries such as Mexico, Dominican Republic and Spain. The study shows differences in customer satisfaction as customer experience evaluations. Prior studies assign national culture as the contextual difference in consumer behaviour. However, when the political context is radically different, not only does culture matter. Consequently, we proposed governance quality indicators as moderators to explain such context differences grounded in contingency theory, which is the novelty of this research.