Effects of Culture and Service Quality on Affective Service Experience Quality of Guests (original) (raw)
Related papers
2011
This study examined the interaction effect of nationality and dimensions of service quality on positive affect, negative affect and delightedness. Participants (n=216) viewed eight video clips of staged service encounters. Video clips ranged from 5-8 minutes in duration. Based on an orthogonal design, each video depicted a unique combination of levels of five service quality dimensions: reliability, responsiveness, empathy, tangibles, and assurance (Parasuraman, Zeithaml, and Berry 1988). Following each clip, participants were asked to complete self-report measures of positive affect, negative affect and delightedness. Data were analyzed using linear mixed model procedures. The presence or absence of each service quality dimension in the model was indicated with dummy vectors. Results indicate that service experience of guests is substantially affected by the five service quality dimensions; those dimensions did interact with culture/nationality. The interaction between nationality and reliability, assurance, and empathy was significant for all three outcome variables (delightedness, positive affect, and negative affect). In the analysis of positivity of affect, the interaction of tangibles and nationality was also significant. For negative affect, significant interactions were observed for four of the five service quality factors: reliability, responsiveness, assurance, and empathy. For delightedness, significant interactions were observed for reliability, assurance, and empathy. This study suggests that service providers might optimize guest experiences by focusing on preparation of staff to meet empathy, reliability, and assurance needs of guests, in addition to the other service quality dimensions.
Service quality and customer satisfaction: qualitative research implications for luxury hotels
Access to this document was granted through an Emerald subscription provided by emerald-srm:434808 [] For Authors If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.com Emerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services. Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. Abstract Purpose-The purpose of this study is to assess the comparative influence of two empathy dimensions (cognitive and emotional attributes) on emotional service experience and behavioral intention among business and leisure hotel guests. Studies relevant to empathy dimensions are relatively scarce in tourism and hospitality. Design/methodology/approach-The current study reviewed the concepts of empathy, and empirically compared perceptions of empathy attributes between the two groups. The survey was intended to examine how well the hotel employees emotionally handle hotel guests' incidents or inquiries related to any discomforts through personalized attention. The data were collected from 330 hotel guests who had actually complained about service failures while staying at the hotel during the record-breaking summer of 2013 in terms of number of visitors to Jeju. An active empathetic listening (AEL) tool has been taken to measure the hotel guest's cognitive views and behavioral intentions, as well as emotional empathy measures under the empathic concern and emotional contagion. Findings-The results revealed that empathetic dimensions strongly influenced the service experiences of hotel guests. While the emotional service experience of business guests was almost completely determined by the cognitive empathy, the emotional service experience of the leisure guests was mainly governed by the emotional empathy. Practical implications-These outcomes suggest that the empathetic services through a "purpose of visit"-oriented manner might enhance the guest's overall emotion positively. Originality/value-According to the prior literatures and empirical findings in hospitality and tourism, empathy can be seen as subscale in SERVQUAL instrument. This paper focus on insights of empathy dimensions, and it was revealed that the interaction of both the cognitive and emotional dimensions of empathy conjointly determines the overall emotional service experience and intention of hotel guests.
The effects of national culture on service quality towards a new model in the hotel sector
2007
Focus of the research 1.3 Thesis outline and contents 2.1 Service quality as perceived by customers 2.2 Breakdown ten service quality dimensions into five 2.3 Grönroos' service quality model 2.4 Attribute Service Quality Model 2.5 The conceptual gap model for service quality 2.6 The extended gaps model for service quality 2.7 Levels of culture meaning 2.8 The core manifestation of national culture concept 2.9 Key national culture dimensions 2.10 Underling conceptual framework used by the reviewed literature 3.1 Trajectories of theory construction and application 3.2 The design cycle of the model construction 3.3 Prototype model of national culture-service quality relations 3.4 The modeling process 4.1 Initial model of the reality in the hotel sector 4.2 Prototype model of guest national culture-service quality relations 4.3 Prototype model of provider national culture-service quality relations 5.1 A profile of cultural differences between Egypt and the Netherlands 5.2 First step in evaluating of the prototype model 5.2.1 Second step in evaluating of the prototype model 5.2.2 Third step in evaluating of the prototype model 5.2.3 A final step in the first empirical evaluation 5.3 The first Egyptian hotel (EG) case study summary 5.4 The mechanisms within the EG hotel case study 5.5 The first Dutch hotel (NL) case study summary 5.6 The mechanisms within the NL hotel case study 5.7 An improved model of national culture-service quality relations 6.1 The second Egyptian hotel (MIS) case study summary 6.2 The mechanisms within the MIS hotel case study 6.3 The second Dutch hotel (NED) case study summary 6.4 The mechanisms within the NED hotel case study 6.5 A final model of national culture-service quality relations 7.1 A model of national culture-service quality relations 7.2 The multi-effect national culture-service quality relations in the hotel sector 7.3 Suggestions for further research ix List of Tables 2.1 Differences between services and manufacturing goods 2.2 Contribution of service sector to gross domestic product (GDP) 2.3 Service quality dimensions 2.4 A suggested high-low context ranking 2.5 National culture differences in some countries 4.1 Reality versus model 4.2 A prototype model for national culture-service quality relations 4.3 Description of the prototype model constructs 4.4 Sub-operational explanations for the service quality gap 1 4.5 Sub-operational explanations for the service quality gap 2 4.6 Sub-operational explanations for the service quality gap 3 4.7 Sub-operational explanations for the service quality gap 4 4.8 Operational explanations for power distance dimension 4.9 Operational explanations for uncertainty avoidance dimension 4.10 Operational explanations for individualism/collectivism dimension 4.11 Operational explanations for long-/short-term orientation dimension x Research Problem Formulation Research Objective: Build a new model in the hotel sector Research Question: To what extent can a model... be built…? Preliminary explanation of the effects of national culture on service quality. Help in improving service quality in the hotel sector. Facilitate further research.
The Effect of Service Process on Guests Encounter Satisfaction at Three-Star Hotels
2006
Most studies on the hotel industry deal with customer satisfaction and service quality in general. However, this study focuses on encounter satisfaction during the check-in process at three-star hotels in Peninsular Malaysia. The objectives of the study are to examine the ten dimensions of perceptual filters (PF) of the service process that directly atlect guests encounter satisfaction (GEST) at the check-in process and to evaluate whether these PF components are indirectly affecting GEST through mediators referred to as situational descriptors (SD) of the service process. In addition, this study develops and examines a hypothesized model for any causal relationships. The Seven-point Likert scale survey instrument is used to collect data from 1,250 guests from thirty-five selected three-star hotels and the SPSS version 11.5 software is used to compute descripti\.e statistics, carry out factor analyses and reliability testing. AMOS -1.0 ih crnploycd for confirmatory factor analysis (...
2020
Sustainable development of hospitality industry in Malaysia has led numerous numbers of hotels, motels and other lodging accommodation to increase rapidly. It occurs due to the increment number of international and domestic tourist boarding in Malaysia. Owing to that, it is important for lodging provider to offer a good service quality because it will lead the guests feeling pleasant and satisfied during their stay. In return, it will increase the loyalty and high tendency of tourist to revisit or recommend to their friends. Researches have shown that service quality plays important elements in determining guest’s satisfaction. Guests are considered satisfied when they have the positive feeling throughout the process of evaluating the expectation and what they actually get. Due to the guest satisfaction mostly depended on the level of service quality and on how they are being treated during their stay at the lodging, it is crucial to search for a missing value in service quality tow...
THE EFFECT OF MOOD ON TOURISTS' SERVICE QUALITY PERCEPTIONS
In the tourism industry, numerous variables may affect service quality perceptions of tourists such as personality, cultural background, and mood. Therefore, it is important to consider the effect of these variables for understanding and assessing the service quality perceptions of tourists. In the literature, for example, mood has been one of the ignored and rarely investigated psychological determinants by the academics. Thus, the aim of this research is to examine the effect of mood on service quality perception by using 436 data obtained from tourists who were accommodating in five-star hotels in Antalya-Turkey. Firstly, sub dimensions of service quality were identified as " tangibles " , " reliability and responsiveness " , and " assurance and empathy ". Then, the participants were clustered as 'good mood' and 'bad mood' tourists so that the effect of moods on each service quality sub dimensions would have been tested by independent t tests. The results showed that good mood tourists had higher service quality perceptions for all sub dimensions than bad mood tourists.
An Assessment of Service Experience, Emotions and Behavioral Intentions in Resort Hotels
Proceedings of the 12th APacCHRIE Conference 2014, Kuala Lumpur, Malaysia: Taylors University (ISBN: 978-967-0173-13-9)., 2014
This research aims to examine the effect of service experience on guests’ emotions and behavioral intentions in context of resort hotels. A convenient sampling technique was used to select the sample. A total of 220 questionnaires were distributed to customers of resort hotels in two different cities of China (PRC) out of which 197 were returned and deemed fit for analysis (89% response rate). In the second-order model derived from the results, the service experience is decomposed into four dimensions, including “recognition and escapism”, “peace of mind and relaxation”, “hedonics” and “involvement”, which have direct influences on guests’ emotions and behavioral intentions. This study results have important implications for the resort industry in understanding how to create and develop guests’ overall experience to affect customer’s emotion and behavioral intentions.
Examining key drivers of customer delight in a hotel experience: A cross-cultural perspective
International Journal of Hospitality Management, 2014
Welcoming all guests is the calling shared by those who work in the hotel industry. Everyday hoteliers strive to provide a service of excellence to all of those who visit. This can be somewhat of a complex endeavor, as hotels receive guests from different nationalities and cultures. Previous research in the area of customer delight has revealed some of the factors that define and drive the customer delight experience. Despite the emerging literature on the subject, the question remains: are guest from different cultures likely to be delighted by different things? In the present study, the researchers conducted extensive semistructured interviews (n = 228) with guests from different nationalities visiting the Central Florida area. The guests interviewed came predominantly from the United States, Brazil, Germany, and Canada. Using a process of content analysis, the researchers analyzed the drivers of customer delight and concluded that while some universal service elements exists, guests from different cultures can also be delighted by different services and amenities.
Impact of culture on service quality: What we know and what we need to learn
This study aims at presenting the current state of knowledge on the impact of culture to service quality perceptions/expectations and shed light on issues that need to be further researched. Existing studies on the interactions between culture and service quality are thoroughly reviewed, different perspectives of studying these interactions are discussed and future research challenges are pointed out. This study’s approach and conclusions are of both managerial and academic value. Keywords: Culture, Service Quality, SERVQUAL, Culture Typologies