The Relationships between National Identity, Hospitality, and Satisfaction among Foreign Hotel Guests

The effect of physical environment on passenger delight and satisfaction: Moderating effect of national identity

“…Ariffin et al (2015) stated that national identity makes a nation distinctive and visible, helping to portray a nation's character to foreigners. Scholars have touched upon the concept of national identity as a way to motivate tourist behaviors.…”

“…National identity helps in distinction and visibility of a nation, helping portray the nation to foreigners (Ariffin et al, 2015). Moreover, as discussed by Smith (1994), it includes the main behaviors, feelings, customs and attributes shared by a community members.…”

“…Moreover, as discussed by Smith (1994), it includes the main behaviors, feelings, customs and attributes shared by a community members. Likewise, national identity comprises unique signs of that nation's identity as perceived by the tourists including local ceremonies, traditional music/dance, landmarks of the capital city, traditional costumes, the national flag and the traditional way of greeting etc., (Ariffin et al, 2015). Recently, destinations worldwide have begun developing national identity as part of the destination's characteristics because of the significance of evoking national pride (Hitchcock, 1998;Picard, 2008) and growth of tourism (Ariffin et al, 2015).…”

“…For foreign tourists, an international airport is the very first stop in visiting a destination. Ariffin et al (2015) consider service personalization as the essence of hospitality. Therefore, airports should find distinctive ways to provide services that may delight and satisfy passengers, for example, by greeting guests in a traditional way.…”

“…Moreover, as Jeon and Kim (2012) have stated, airports are international gateways that provide the first impression of a nation; inexperienced customers visiting a nation for the first time may form their first images of the nation in an international airport, and particularly in experiencing the airport's physical surroundings. Ariffin, Nameghi, and Soon (2015) pointed out the primary motive for visiting a foreign destination is to experience new and different cultures and environments. Thus, incorporating a country's national identity into the physical environment of international airports may help shape visitor delight and satisfaction, not just with the airport but with the country itself.…”