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

Autor:	Robert W. Armstrong, Connie Mok
Rok vydání:	1998
Předmět:	Service quality business.industry 05 social sciences Context (language use) Public relations Globalization Order (business) Tourism Leisure and Hospitality Management 0502 economics and business Cross-cultural 050211 marketing Business Marketing 050212 sport leisure & tourism
Zdroj:	Journal of Vacation Marketing. 4:381-391
ISSN:	1479-1870 1356-7667
DOI:	10.1177/135676679800400406
Popis:	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.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::54bd57941ff87df82bf264a0cd2f73b5 https://doi.org/10.1177/135676679800400406 Zobrazit plný text záznamu