Expectations for hotel service quality: Do they differ from culture to culture?

Abstract

Globalisation has created a demand for competent and qualified global managers who are sensitive to meeting the needs of customers from different cultures. In order to enhance the understanding of hotel service quality expecta tions of international tourists, this study aims to examine such expectations in the cross-cul tural context. This study included tourists from the UK, USA, Australia, Japan and Taiwan. Results of the study indicate that there are significant differences in two expecta tion dimensions among guests from different countries.

Monetary or nonmonetary compensation for service failure? A study of customer preferences under various loci of causality

“…This study explores this issue further in the context of upscale hotels in China. As all respondents are mainland Chinese hotel customers, and post-recovery satisfaction may be moderated by customer cultural values (Mok and Armstrong, 1998;Yau, 1994), our findings are explained with consideration of the cultural background of the respondents.…”

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

“…Numerous earlier studies of crossnational differences in consumer behaviour in different consumption sectors have verified that cultural differences have a strong influence on consumers, to the extent that the same product or service may be perceived differently according to the culture of origin and determine individual behaviour (Mok & Amstrong, 1998;Mattila, 1999;Weber & Villebonne, 2002;Cunningham, Young, Lee, & Ulaga, 2006;Jin, Park, & Kim, 2008;Suiden & Diagne, 2009). Though it is true that the members of national communities have a wide diversity of individual cultural identities, it is also true that, over and above the individual cultural identity, there exists the national cultural identity (Tipton, 2009), although globalization and the internationalisation of markets has brought with it a process of transfer and construction of the meaning that implies new processes of identity formation, cultural hybridisation and "glocalization" (Gould and Grein, 2009).…”

Comparison of Climate Preferences for Domestic and International Beach Holidays: A Case Study of Canadian Travelers

“…Although less researched, significant behavioral differences have also been recorded between domestic and international tourists. Evidence indicates that domestic tourists have different travel motivations compared to international tourists [7,8], as well as varying destination image perceptions [9], information search behavior and source preferences when trip-planning [10], recreational and shopping choices [11][12][13][14][15], service expectations [16,17], and degrees of destination loyalty and satisfaction [18]. The greater distances traveled by international tourists, including often-increased holiday length, are thought to be key factors that influence this behavioral difference from domestic visitors [13,15,[19][20][21][22].…”