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

Mok, C. and Armstrong, R.W. (1998) Expectations for hotel service quality: Do they differ from culture to culture? Journal of Vacation Marketing, 4 (4). pp. 381-391.

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.

Item Type:	Journal Article
Murdoch Affiliation(s):	School of Business
Publisher:	SAGE Publications Ltd
Copyright:	© Henry Stewart Publications
URI:	http://researchrepository.murdoch.edu.au/id/eprint/36553

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