Differences and Similarities in Perceptions of Hotel Experience: The Role of National Cultures

Zhang, Ziqiong; Li, Hengyun; Law, Rob

doi:10.1080/10548408.2014.959153

Cited by 27 publications

(11 citation statements)

References 55 publications

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“…Finally, we did not consider any combined effects of service employee and guest nationalities. Therefore, employees’ and consumers’ emotions and behaviours should be further examined in different cultural contexts and other hospitality services (Zhang et al , 2015).…”

Section: Discussionmentioning

confidence: 99%

Insights into emotional contagion and its effects at the hotel front desk

Ustrov

Valverde

Ryan

2016

IJCHM

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Purpose This paper aims to draw attention to the need for a nuanced view of the emotional contagion framework. It proposes and empirically tests a refined model of emotional contagion and its effects in the hotel sector by focusing on the front-desk service encounter interactions. Design/methodology/approach Data were collected from three separate groups of paired informants: receptionists, hotel customers and interaction observers. The sample included 573 full customer service interactions in 47 hotels in Catalonia. The model was tested with structural equation modelling. Findings Emotional contagion has specific mechanisms at the hotel front-desk. No relationship was found between receptionists’ inner mood and their outwardly displayed emotions. Yet, receptionists’ displayed emotions enhance customer mood, and, largely, customer satisfaction. Ultimately, this affects customer behavioural intentions. It was also discovered that guests are able to clearly distinguish between their satisfaction with the specific service encounter at the front desk and the overall satisfaction with the hotel stay. The positive effects of employees’ displayed emotions are of particular importance in lower-star hotels and are less important at the high end. Perceived training opportunities have a positive effect on customer satisfaction and improve the employee-displayed emotion. Research limitations/implications Researchers should examine employee outcomes that are more stable than mood, but may enhance or be related to the effective display of emotions at the front desk, such as employee satisfaction and commitment. In general, emotions and behaviours of employees and consumers should be further examined in other services across the hospitality industry, in different cultural contexts and in terms of their impact on company performance. Researchers should heed the precise type of mechanism that takes place in each service context. Practical implications The hotel management should focus their efforts on ensuring positive emotional performance, regardless of employees’ inner mood. Managers should carefully interpret differentiated results according to whether they have been drawn from overall satisfaction or customer service interaction surveys. The training provision is of particular importance in lower-star hotels, where customer outcomes depend more on employee-displayed emotion. Originality/value This study empirically corroborates that customer outcomes of front-desk services are linked to receptionists’ displayed emotions, and not to employees’ feelings. Onsite data collection, multiple-informant approach, paired dyads and structural equation modelling hold a great potential for study designs that seek insights into interpersonal phenomena in hospitality services research.

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Section: Discussionmentioning

confidence: 99%

Insights into emotional contagion and its effects at the hotel front desk

Ustrov

Valverde

Ryan

2016

IJCHM

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“…Many demographic and geographic factors of the reviewer have found to influence the reviews posted by them. For instance, the guest's national culture is shown to impact their hotel experience (Zhang et al, 2015(Zhang et al, , 2020, and thus on their reviews. Likewise, reviewers' perceived power distance is proven to have an inverse relationship on their ratings (Gao et al, 2018).…”

Section: The Influence Of Reviewer's Type-domestic Vs Foreignmentioning

confidence: 99%

Understanding service quality attributes that drive user ratings: A text mining approach

Gunasekar

Kumar²,

Purani

et al. 2021

Journal of Vacation Marketing

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Studies based on online textual data are increasingly used in the hospitality sector to gain better consumer insights. Using text mining of TripAdvisor reviews and mapping it to hard and soft attributes of SERVQUAL dimensions, this research attempts to identify service quality characteristics that influence the customers’ online ratings of hotels. The moderating effects of the reviewer characteristics, namely (a) domestic vs foreign (b) novice vs experienced, (c) less vs more popular and (d) brief vs elaborate writing, on the relationship between quality attributes and online hotel ratings are also analyzed. The results imply that reviewers emphasize hard attributes of service quality in general, such as tangibles, reliability, and responsiveness, while providing online ratings to hotels. Furthermore, reviewer characteristics also influence the attributes emphasized in reviews and the resultant ratings. Finally, along with the theoretical contributions, managerial contributions, such as the usefulness of service planning outcomes, are discussed.

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“…Additionally, several prior studies have investigated whether the antecedents of user experiences and behavioral intentions are influenced by culture (Jahandideh et al, 2014;Sabioteortiz et al, 2016;Zhang et al, 2015). In the tourism context, websites and store brands have been attributed different levels of influence based on culture (Diallo and Siqueira, 2017;Moura et al, 2015).…”

Section: Cross-country Investigation Of O2o Channelsmentioning

confidence: 99%

“…Customers from different countries may have different evaluations of OTAs and hotels. Research has shown that country factors influence customers' evaluations of channels (Diallo and Siqueira, 2017;Jahandideh et al, 2014;Moura et al, 2015;Zhang et al, 2015). In this study, China and Indonesia are selected to investigate and compare consumer behavior because they are located in Asia, have high populations and high economic growth over the past decade and tourism accounts for 10-15% of the gross domestic product (GDP) in both countries.…”

Section: Introductionmentioning

confidence: 99%

“…Although several studies have investigated and compared customers' purchase intention in different countries (Jahandideh et al, 2014;Sabioteortiz et al, 2016;Zhang et al, 2015), IMDS 120,12 behavioral settings are based on online or offline channels rather than the integration of both channels. Although some research has studied the integration or competition of OTAs and hotels (Chang et al, 2018(Chang et al, , 2019, none of these studies have investigated the issues from the perspective of country comparison.…”

Section: Introductionmentioning

confidence: 99%

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A cross-country investigation of customer transactions from online to offline channels

Huang

Chang

Hsu³

et al. 2020

IMDS

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PurposeThe purpose of this study is to investigate multichannel integration of hotels and online travel agencies (OTAs) and to compare consumer behavior between China and Indonesia in the context of online to offline (O2O) commerce. We examine how the services, brand and market share of OTAs influence behavioral intentions in both online and offline channels. SERVQUAL, theory of reasoned action and the halo effect are integrated to develop the research model.Design/methodology/approachTo investigate Chinese and Indonesian customers' experiences and behavioral intention of OTAs and hotels, the customers who booked hotels using OTAs were invited to participate in the questionnaire survey. This study collected 336 and 305 data from China and Indonesia, respectively. A partial least squares structural equation modeling technique was used to test and compare the research hypotheses and model between China and Indonesia.FindingsThe results compare the similarities and differences of cross-country customer experiences and behavioral intentions of OTAs and hotels. The effect of website service quality on online satisfaction, the effect of online satisfaction on offline confirmation and the effects of offline confirmation and booking intention on patronage intention are significant and positive in both countries. Website service quality is positively associated with booking intention for Indonesia but not for China. The relationship between perceived size and booking intention is significant for China but not for Indonesia. The findings provide insights into the development of O2O commerce for global markets and multichannel strategies between OTAs and hotels.Originality/valueWith the development of O2O commerce, increasingly more hoteliers are opening up online and offline sales channels by cooperating with OTAs. Although several cross-country studies have investigated consumer behavior or behavioral intentions, behavioral settings are based on online or offline channels rather than the integration of both channels. Although some research has studied the integration or competition of OTAs and hotels, none of these studies have investigated the issues from the perspective of country comparison. This study provides the understanding of how customers in different countries and with different backgrounds react to the same e-commerce development, especially the cooperation of OTA and hotels.

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Differences and Similarities in Perceptions of Hotel Experience: The Role of National Cultures

Cited by 27 publications

References 55 publications

Insights into emotional contagion and its effects at the hotel front desk

Insights into emotional contagion and its effects at the hotel front desk

Understanding service quality attributes that drive user ratings: A text mining approach

A cross-country investigation of customer transactions from online to offline channels

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