A Cross-Cultural Analysis of Customer Perception towards Hotel Service Quality and Behavioral Intention

摘要：

the purpose of this study was to examine how cultural dimension related to service quality and behavioral intention in tourist hotel industry. To investigate this issue, 761 tourists visiting Beijing were interviewed. These tourists included 195 Chinese, 189 Korean, 192 Japanese and 185 American. Results from this study suggested that there were cross-cultural differences toward service quality dimensions and the relationships between service quality and behavioral intention dimensions. Results also showed that cultural dimensions are related to service quality dimensions. This study may enhance both efficiency and effectiveness in international hotel management. Managerial implications of this study could be used to allocate managerial resources and develop international marketing strategies for dealing with culturally diverse customers in hotel industry.

关键词： Cultural dimension Service quality Behavioral intention International marketing

作者: Zhihui Li Jinsoo Han

作者单位: Beijing Institute of Petrochemical Technology,Beijing,102617 China Kyung Hee University,Seoul,130701 Korea

会议类型: 国际会议

会议名称: 2009 6th International Conference on Service Systems and Service Management( 2009 第六届服务系统与服务管理国际会议)

会议地点: 厦门

会议语种:英文

页码: 700-703

在线出版日期: 2009-06-08（万方平台首次上网日期，不代表论文的发表时间）