Commercial hospitality in restaurants and tourist accommodation: Perspectives from international consumer experience in Scotland

Teng, Chih‐Ching

doi:10.1016/j.ijhm.2011.01.007

Cited by 66 publications

(49 citation statements)

References 34 publications

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“…With rapid globalization, the number of people traveling abroad for business, education, employment, migration and tourism has grown dramatically in recent years, resulting in an unprecedented increase in the number of interactions among people from different cultures (Etgar and Fuchs, 2011;Teng, 2011;Wang and Mattila, 2010). While such intercultural interactions expose people to other cultures, it can be a big challenge to motivate people to learn about other cultures, accept their cultural differences and adapt their own behavior via the process of acculturation (Berry, 1974(Berry, , 2005 or cross-cultural adjustment (Ward and Kennedy, 2001;Ward and Rana-Deuba, 2000).…”

Section: Introductionmentioning

confidence: 99%

Role of personal cultural orientations in intercultural service encounters

Sharma

Zhan

2016

JSM

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2016),"The effect of cues on service quality expectations and service selection in a restaurant setting: A retrospective and prospective commentary"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.comEmerald 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. AbstractPurpose -The purpose of this paper is to address a long-standing gap in current research on intercultural service encounters, by exploring the direct and indirect roles of four personal cultural orientations (PCOs) [independence, interdependence (INT), risk aversion (RSK) and ambiguity intolerance (AMB)]. Design/methodology/approach -A 2 ϫ 2 between-subjects experimental design with customers in two countries (Australia and China) using scenarios to manipulate service outcome (failure or success) and photos of foreigners as customer or employee to prime perceived cultural distance (PCD). Findings -Customers with higher (vs lower) independence perceive greater interaction comfort, service quality and satisfaction (SAT) and are affected to a lesser extent by PCD and service outcome, but those with higher (vs lower) RSK or AMB perceive lower interaction comfort, service quality and SAT and are affected more strongly by PCD and service outcome. Research limitations/implications -The authors used an "experimental" design with "imaginary" service scenarios to collect data in "two" countries using "four" PCOs for greater control in this paper, but all of these choices may restrict the generalizability of the findings. Practical implications -Service managers need to look beyond visible cultural differences, such as ethnicity, nationality and language, and focus more on the invisible cultural differences in customs, values and norms, as reflected by the four PCOs in this paper. Originality/value -The authors extend prior research on intercultural service encounters by exploring the moderating effects of PCOs on the influence of service outcome and PCD on interaction comfort, service quality and SAT. Being a busy evening, the food arrives after almost 30 min, and all this time, the customer keeps calling the waiter to find out about the order After the food is served, the customer realizes that it is the wrong order, but the waiter argues with the customer to prove that the food is exactly as per the order Service successThe waiter manages t...

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Section: Introductionmentioning

confidence: 99%

Role of personal cultural orientations in intercultural service encounters

Sharma

Zhan

2016

JSM

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“…With rapid increase in international travel and migration in recent years, there is a rise in the number and importance of intercultural service encounters (ICSEs), which involve interactions between customers and employees from different cultures (Teng, 2011;Etgar and Fuchs, 2011;Wang and Mattila, 2010). In fact, in 2010 alone, about 980 million tourists traveled outside their home country, spending about US$919 billion (UNWTO, 2012) and about 214 million migrants lived outside their countries of birth (UNDESA, 2011).…”

Section: Introductionmentioning

confidence: 99%

Service role and outcome as moderators in intercultural service encounters

Sharma

Tam

Kim

2015

Journal of Service Management

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2015),"Perceptions are relative: An examination of the relationship between relative satisfaction metrics and share of walletIf 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.comEmerald 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. AbstractPurpose -The purpose of this paper is to introduce a comprehensive framework incorporating service roles (customer vs employee) and outcomes (failure vs success) as moderators in the process by which perceived cultural distance (PCD) affects customers and employees in intercultural service encounters (ICSEs). Design/methodology/approach -The authors used a 2×2×3 between-subjects experimental design with Chinese undergraduate students, manipulating service role (customer and employee), outcome (failure and success) and PCD (low, medium and high). Findings -Compared to service employees, customers perceive higher cultural distance and lower interaction comfort (IC), service quality and satisfaction; and stronger negative moderating effect of PCD in ICSEs. Compared to service success, failure results in lower IC; perceived service quality and satisfaction, and these effects are stronger for customers (vs employees).Research limitations/implications -The authors used shorter versions of all the scales to minimize participant fatigue and to increase their involvement along with an experimental design with imaginary service scenario, both of which may restrict the generalizability of the findings.Practical implications -Service managers should focus on customer education and employee training to reduce the negative impact of PCD and prevent service failure rather than try to improve service quality and satisfaction beyond customers' expectations. Originality/value -The authors extend prior research by exploring the moderating effects of service role (customer vs employee) and outcome (success vs failure) on the direct and indirect effects of PCD on IC, service quality and satisfaction. , "Tourists' perceptions towards and satisfaction with service quality in the cross-cultural service encounter: implications for hospitality and tourism management",

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“…According to Parasuraman et al (1998), quality is the complete gap between consumer desires and impression of company's performance; in this way, the bigger the positive gap results in the more noteworthy the service quality. Quality is considered as the capacity to meet the complete shoppers expressed needs and prerequisites (purchaser observations and desires) toward company's offering (Teng, 2011). Even if, quality in the travel industry related service is tied in with appropriate consumer recognitions and desires, there is an absence of consensus about the service quality construct, and it stays a slippery idea (Teng, 2011;Shi et al, 2014).…”

Section: Service Qualitymentioning

confidence: 99%

Satifaction As Intervening For The Antecedents Of Intention To Revisit: Marine Tourism Context In East Java

Fianto

2020

RELASI

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The purpose of this study was to identify the effect of brand experience and service quality on intention to revisit with satisfaction as a mediating variable in the marine tourism in Indonesia. A total of 241 worthwhile questionaires were collected to be used to examine the structural model and the measurement using PLS path modelling analysis. This research was conducted in several coastal tourism objects in East Java, which were emphasized on the north coast of East Java. This study found that service quality has a significant effect on intention to revisit. This study also revealed that at the same time brand experience also had a significant influence on intention to revisit. In addition, this study also revealed that visitor satisfaction was significantly also able to mediate the relationship between service quality with intention to revisit while also having a mediating function of the relationship between brand experience with intention to revisit. This can be interpreted that the coastal tour manager should focus on improving service quality and developing visitor experience in order to enhance tourists' emotional attachments to the coastal tourism area to shove repeat visits among visitors. This research has contributed to an increase in understanding of the effect of service quality and brand experience on intention to revisit by adding satisfaction variables that serve as mediation. In addition, the findings of this study can be very beneficial for the development of coastal tourism in East Java, Indonesia.

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Commercial hospitality in restaurants and tourist accommodation: Perspectives from international consumer experience in Scotland

Cited by 66 publications

References 34 publications

Role of personal cultural orientations in intercultural service encounters

Role of personal cultural orientations in intercultural service encounters

Service role and outcome as moderators in intercultural service encounters

Satifaction As Intervening For The Antecedents Of Intention To Revisit: Marine Tourism Context In East Java

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