Understanding Guest Tolerance and the Role of Cultural Familiarity in Hotel Service Failures

Trianasari, Nana; Butcher, Ken; Sparks, Beverley

doi:10.1080/19368623.2017.1329677

Cited by 32 publications

(16 citation statements)

References 49 publications

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“…In brief, there were two main themes obtained from data analysis which are tangible and intangible aspects of the service. These aspects were in line with what constitute type of service in the service literature which are core or technical (the quality of the work performed) and functional (how the service work is delivered) [12], [13], [14]. Indeed, the "what" and "how" of service are in fact the critical determinant of customers' satisfaction.…”

Section: Resultssupporting

confidence: 61%

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The Online Transportation from The Perspective of Strategic Entrepreneurship

Trianasari¹,

Bagia²,

Yudiaatmaja³

2019

Proceedings of the International Conference on Tourism, Economics, Accounting, Management, and Social Science (TEAMS 2018)

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In this era of information and technology, on line transportation has become an emerging issue both within academic and business aspects. In fact, it is one of the breaking through of creative and innovative ideas. However, although empirically, the rapid growth of online transportation has been evident, there has been limited research within this area especially in the perspective of strategic entrepreneurship. In responding to such gaps, this study aimed to understand the implementation of the strategic entrepreneurship from opportunity discovery, evaluation, and exploitation; value creations; and wealth creations. This paper reports on the preliminary stage of the study, that is, to explore the customers' expectations, needs and wants toward on line transportation. Data were collected from 14 respondents who were recruited using purposive sampling method. They were android smart phone literate and aged between 18 to 50 years. Data were analyzed using qualitative approach. The study found that almost all respondents perceived that on line transportation was a good solution for their daily needs and wants. There were two main themes revealed, they are functional and technical aspects. This finding are in line with the service literature that outlined the 'what' and 'how' of or types of service. Further discussion on the finding is presented trough out the paper. Limitation and direction for future research are also provided.

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Section: Resultssupporting

confidence: 61%

“…Nevertheless, they also provided some comments to improve the service. In summary, the expectation, need, and wants toward online ride sharing service could be reduced into two themes which are tangible and intangible aspects which are terms as technical and functional aspect of service [12], [13], [14].…”

Section: Discussionmentioning

confidence: 99%

The Online Transportation from The Perspective of Strategic Entrepreneurship

Trianasari¹,

Bagia²,

Yudiaatmaja³

2019

Proceedings of the International Conference on Tourism, Economics, Accounting, Management, and Social Science (TEAMS 2018)

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“…This may be worse when it happen in the early evening (last boat), where there is not sufficient lighting to help passengers recognize the boat. The feeling of anxiety experienced by foreigners who are not unfamiliar with the local, might reduce the intention to revisit the island especially those with lower level of tolerance [15].…”

Section: Resultsmentioning

confidence: 99%

Exploring The Transportation Service for Tourists: A Strategic Issue of Small Island Tourism in Nusa Penida

Trianasari¹,

Andayani²,

Nugraha³

2019

Proceedings of the International Conference on Tourism, Economics, Accounting, Management, and Social Science (TEAMS 2018)

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This paper reports on an initial part of a study on strategic issues facing small island tourism. More specifically, this study explored the transportation service available in the island of Nusa Penida, an emerging tourist destination in Bali. The rational of this study was that limited research that particularly focused on the transportation aspect within the small island tourism literature has been conducted. In fact, one of the crucial facilities to promote small island destinations is the availability of adequate transportation to enter and exit the island, as well as to explore inside the island. As such, it is arguably essential to understand small island tourism from this perspective. Data were collected from 9 respondents using interview method. In addition, observation was also conducted to verify and qualify data gathered from the interview. Data were analyzed using a qualitative approach. The study revealed a wide range of issues within the transportation context. There was only one mode of transportation to reach the island, that is, by boat. Most respondents expressed their appreciation toward the increased number of boat operated for this island, although there were several concerns reported by the majority of respondents. In addition, within the island, motor bike was likely to be more popular alternative than car rental. Discussion on the passengers' experience in using the transportation service as well as the identification of its strengths and weaknesses including potential issues surrounding this topic are presented throughout the paper. Limitation and direction for future research are also provided.

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“…According to the cultural familiarity and sensitivity measurements, the African subjects were familiar with Chinese culture as well as with a higher degree of cultural sensitivity, but the Chinese subjects were unfamiliar with African culture and with a lower degree of cultural sensitivity. Although no previous studies investigated the relationship between the cultural familiarity and consumer ethnocentrism directly, several studies found that tourist’s familiarity with the destination can positively affect their local product consumption and their satisfaction about the destination (Seo et al, 2013; Prats et al, 2016; Trianasari et al, 2018). Additionally, a negative relationship between consumer ethnocentrism and cultural sensitivity was found in previous studies, i.e., consumers with a high cultural sensitivity are more positive and feel less threatened by the other culture-ethnic groups, consequently, such consumers prefer imported products more than consumers with a low cultural sensitivity (Wang, 2018).…”

Section: Discussionmentioning

confidence: 99%

“…Commonly, the number of previous visits to a destination was used as criteria to distinguish between the familiar and unfamiliar groups (Carneiro and Crompton, 2010; Prats et al, 2016). A tourist’s previous visits and experiences influence the positivity of their satisfaction about the destination (Prats et al, 2016; Trianasari et al, 2018). Moreover, a tourist’s familiarity has a positive impact on the image of the local products of the destination and induces a higher intention for consuming local products such as food (Seo et al, 2013).…”

Section: Introductionmentioning

confidence: 99%

The Influence of the Consumer Ethnocentrism and Cultural Familiarity on Brand Preference: Evidence of Event-Related Potential (ERP)

Abdeljelil

2019

Front. Hum. Neurosci.

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The tendency of customers’ preference to their local brands over the foreign ones is known as consumer ethnocentrism, and it is an important issue in international marketing. This study aims at identifying the behavioral and neural correlates of Consumer Ethnocentrism in the field of brand preference, using event-related potential (ERP). We sampled subjects from two ethnic groups, a Chinese ethnic group and a sub-Saharan Black African group from Zhejiang University. The subjects faced two sequential stimuli, S1 followed by S2. S1 consisted of 40 pictures of 20 Chinese and 20 Black Africans people wearing traditional clothes, and S2 consisted of 40 fake brand-logos which were divided randomly into two groups of 20 each. The subjects were informed that the people in S1 purchased and recommended the products with the brand-logos presented in S2, and the subjects were asked to rate their preference degree toward these logos. The brand-logos were called the “in-group recommended logos” if the recommenders in S1 were the same race as the subjects, otherwise, the “out-group recommended logos.” The results revealed that the race of the brand-logo recommender highly impacted the Chinese subjects’ preference for the brand-logos. The N200 component elicited by the in-group recommended logos were significantly lower than those elicited by the out-group recommended logos. Additionally, there was evidence that being familiar with foreign cultures reduced consumer ethnocentrism. The African subjects were familiar with Chinese people and adopted a Chinese culture, as a result, they did not differ in showing preferences between the in-group and out-group recommended logos.

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Understanding Guest Tolerance and the Role of Cultural Familiarity in Hotel Service Failures

Cited by 32 publications

References 49 publications

The Online Transportation from The Perspective of Strategic Entrepreneurship

The Online Transportation from The Perspective of Strategic Entrepreneurship

Exploring The Transportation Service for Tourists: A Strategic Issue of Small Island Tourism in Nusa Penida

The Influence of the Consumer Ethnocentrism and Cultural Familiarity on Brand Preference: Evidence of Event-Related Potential (ERP)

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