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

C. Mok; R.W. Armstrong

doi:10.1177/135676679800400406

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

Journal article

Peer reviewed

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

C. Mok and R.W. Armstrong

Journal of Vacation Marketing, Vol.4(4), pp.381-391

1998

DOI: https://doi.org/10.1177/135676679800400406

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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.

Details

Title: Expectations for hotel service quality: Do they differ from culture to culture?
Authors/Creators: C. Mok (Author/Creator)
R.W. Armstrong (Author/Creator)
Publication Details: Journal of Vacation Marketing, Vol.4(4), pp.381-391
Publisher: SAGE Publications Ltd
Identifiers: 991005544863707891
Murdoch Affiliation: Former School of Business
Language: English
Resource Type: Journal article

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