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.
Dulek, R.E. , Fielden, J.S. and Hill, J.S. (1991) 'International Communication: An Executive Primer', Business Horizons, pp. 20-25.
2.
Slattery, P. (1996) 'International Development of Hotel Chains', in R. Kotas, R. Teare, J. Logie, C. Jayawaedena and J. Bowen (eds), 'The International Hospitality Business', CassellWellington House, London , pp. 30-37.
3.
Go, F. and Chistensen, J. (1989) 'Going Global', Cornell HRA Quarterly, Vol. 30, No. 3, pp. 73-80.
4.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985) 'A Conceptual Model of Service Quality and Its Implications for Future Research', Journal of Marketing, Vol. 49, pp. 41-50; McCleary, K.W. and Weaver, P.A. (1982) 'Improving Employee Service Levels Through Identifying Sources of Customer Satisfaction', International Journal of Hospitality Management , Vol. 1, No. 2, pp. 85-89.
5.
Ibid.
6.
Berry, L.L. and Parasuraman, A. (1991) 'Marketing Services: Competing through Quality', Free Press, New York; Knutson, B., Stevens, P., Wullaert, C., Patton, M. and Yokoyama, F. (1991) 'LODGSERV: A Service Quality Index for the Lodging Industry', Hospitality Research Journal , Vol. 14, No. 2, pp. 277-284.
7.
LeBoeuf, M. (1987) 'How to Win Customers and Keep Them for Life', Putnam, New York.
8.
Parasuraman et al., ref. 4 above.
9.
Parasuraman, A., Zeithaml, V. and Berry, L.L. (1988) 'SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality', Journal of Retailing, Vol. 64, pp. 12-40.
10.
Zeithaml, V.A. , Parasuraman, A. and Berry, L.L. (1990) 'Delivering Service Quality', Free Press, New York.
11.
Knutson, B., Stevens, P., Patton, M. and Thompson, C. (1992) 'Consumers' Expectations for Service Quality in Economy, Mid-price and Luxury Hotels', Journal of Hospitality and Leisure Marketing, Vol. 1, No. 2, pp. 27-43; Knutson et al., ref. 6 above; Armstrong, R.W., Mok, C., Go, F. and Chan, A. (1997) 'The Importance of Cross-cultural Expectations in the Measurement of Service Quality Perceptions in the Hotel Industry', International Journal of Hospitality Management, Vol. 16, No. 3, pp. 181-190.
12.
Getty, J.M. and Thompson, K.N. (1994) 'The Relationship Between Quality, Satisfaction, and Recommending Behavior in Lodging Decisions', Journal of Hospitality and Leisure Marketing, Vol. 2, No. 3, pp. 3-22.
13.
Zeithaml et al., ref. 10 above.
14.
Berry and Parasuraman, ref. 6.
15.
Oliver, R.L. and Swan, J.E. (1989) 'Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction', Journal of Consumer Research, Vol. 16, pp. 372-383; Tse, D.K. and Wilton, P.C. (1988) 'Models of Consumer Satisfaction Formation: An Extension', Journal of Marketing Research, Vol. 25, pp. 204-212.
16.
Armstrong et al., ref. 11 above; Luk, S.T.K., de Leon, C.T., Leong, F.W. and Li , E.L.Y. (1993) ' Value Segmentation of Tourists' Expectations of Service Quality', Journal of Travel and Tourism Marketing, Vol. 2, No. 4, pp. 23-38; Pizam, A. and Reichel, A. (1996) 'The Effect of Nationality on Tourist Behavior: Israeli Tour-guides' Perceptions', Journal of Hospitality and Leisure Marketing , Vol. 4, No. 1, pp. 23-49.
17.
Hofstede, G. (1980) 'Culture's Consequences: International Differences in Work-Related Values', Sage , Newbury Park, CA; Pizam, A., Pine, R., Mok, C. and Shin, J.Y. (1997) ' Nationality vs Industry Cultures: Which Has a Greater Effect on Managerial Behavior', International Journal of Hospitality Management , Vol. 16, No. 2, pp. 127-145; Armstrong et al., ref. 11 above.
18.
Armstrong et al., ibid.; Pizam , A., Jansen-Verbeke, M. and Steel, L. (1997) 'Are All Tourists Alike Regardless of Nationality? The Perceptions of Dutch Tour-guides', Journal of International Hospitality, Leisure and Tourism Management, Vol. 1, No. 1, pp. 19-39.
19.
Pizam et al., ibid.
20.
Armstrong et al., ibid.
21.
Lim, S.T. and Ha, E.S. (1997) 'Evaluation of Restaurant Service Quality in the Etaewon Special Tourist District of Seoul: Foreign Tourist Perspective', Asia Pacific Journal of Tourism Research , Vol. 2, No. 1, pp. 51-63.
22.
Cadotte, E.R. and Turgeon, N. (1988) 'Key Factors in Guest Satisfaction', The Cornell Hotel and Restaurant Administration Quarterly, Vol. 28, No. 4, pp. 44-51.
23.
Knutson et al. (1992), ref. 11 above.
24.
Zeithaml et al., ref. 10 above.
25.
Ritter, W. (1987) 'Styles of Tourism in the Modern World', Tourism Recreation Research, Vol. 12, No. 1, pp. 3-8.
26.
Keown, C.F. (1989) 'A Model of Tourists' Propensity to Buy: The Case of Japanese Visitors to Hawaii', Journal of Travel Research, Vol. 18, No. 3, pp. 31-34.
27.
Ibid.
28.
Mok, C. and Armstrong, R.W. (1996) 'Sources of Information Used by Hong Kong and Taiwanese Leisure Travellers', Australian Journal of Hospitality Management , Vol. 3, No. 1, pp. 31-35; Ap, J. and Mok, C. (1996) 'Motivations and Barriers to Vacation Travel in Hong Kong', paper presented at the Asia Pacific Tourism Association 1996 Conference — 'Quality Research, Quality Tourism' , September, Townsville, Queensland , Australia, pp. 14-18; Mok, C. and Lam, T. (1997) 'A Model of Tourists' Shopping Propensity: A Case of Taiwanese Visitors to Hong Kong', Pacific Tourism Review, Vol. 1, No. 2, pp. 137-145.
