TY - GEN
T1 - A cross-cultural analysis of customer perception towards hotel service quality and behavioral intention
AU - Li, Zhihui
AU - Han, Jinsoo
N1 - Copyright:
Copyright 2009 Elsevier B.V., All rights reserved.
PY - 2009
Y1 - 2009
N2 - the purpose of this study was to examine how cultural dimension related to service quality and behavioral intention in tourist hotel industry. To investigate this issue, 761 tourists visiting Beijing were interviewed. These tourists included 195 Chinese, 189 Korean, 192 Japanese and 185 American. Results from this study suggested that there were cross-cultural differences toward service quality dimensions and the relationships between service quality and behavioral intention dimensions. Results also showed that cultural dimensions are related to service quality dimensions. This study may enhance both efficiency and effectiveness in international hotel management. Managerial implications of this study could be used to allocate managerial resources and develop international marketing strategies for dealing with culturally diverse customers in hotel industry.
AB - the purpose of this study was to examine how cultural dimension related to service quality and behavioral intention in tourist hotel industry. To investigate this issue, 761 tourists visiting Beijing were interviewed. These tourists included 195 Chinese, 189 Korean, 192 Japanese and 185 American. Results from this study suggested that there were cross-cultural differences toward service quality dimensions and the relationships between service quality and behavioral intention dimensions. Results also showed that cultural dimensions are related to service quality dimensions. This study may enhance both efficiency and effectiveness in international hotel management. Managerial implications of this study could be used to allocate managerial resources and develop international marketing strategies for dealing with culturally diverse customers in hotel industry.
KW - Behavioral intention
KW - Cultural dimension
KW - International marketing.
KW - Service quality
UR - http://www.scopus.com/inward/record.url?scp=71049150399&partnerID=8YFLogxK
U2 - 10.1109/ICSSSM.2009.5174971
DO - 10.1109/ICSSSM.2009.5174971
M3 - Conference contribution
AN - SCOPUS:71049150399
SN - 9781424436620
T3 - Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09
SP - 700
EP - 703
BT - Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09
T2 - 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09
Y2 - 8 June 2009 through 10 June 2009
ER -