Cross-country analysis of perception and emphasis of hotel attributes

Tourism Management - Tập 74 - Trang 24-42 - 2019
Galati Francesco1, Galati Roberta1
1Department of Engineering and Architecture, University of Parma, Parco Area delle Scienze 181/A, Parma, Italy

Tài liệu tham khảo

Agresti, 2007 Anderson, 1994, Customer satisfaction, market share, and profitability: Findings from Sweden, Journal of Marketing, 58, 53, 10.1177/002224299405800304 Anderson, 1993, The antecedents and consequences of customer satisfaction for firms, Marketing Science, 12, 125, 10.1287/mksc.12.2.125 Ariffin, 2012, A preliminary study on customer expectations of hotel hospitality: Influences of personal and hotel factors, International Journal of Hospitality Management, 31, 191, 10.1016/j.ijhm.2011.04.012 Bacon, 2003, A comparison of approaches to importance-performance analysis, International Journal of Market Research, 45, 1, 10.1177/147078530304500101 Baka, 2016, The becoming of user-generated reviews: Looking at the past to understand the future of managing reputation in the travel sector, Tourism Management, 53, 148, 10.1016/j.tourman.2015.09.004 Banerjee, 2016, In search of patterns among travellers' hotel ratings in TripAdvisor, Tourism Management, 53, 125, 10.1016/j.tourman.2015.09.020 Berezina, 2016, Understanding satisfied and dissatisfied hotel customers: Text mining of online hotel reviews, Journal of Hospitality Marketing & Management, 25, 1, 10.1080/19368623.2015.983631 Bodet, 2017, Hotel attributes and consumer satisfaction: A cross-country and cross-hotel study, Journal of Travel & Tourism Marketing, 34, 52, 10.1080/10548408.2015.1130109 Boley, 2017, Importance-performance analysis (IPA) of sustainable tourism initiatives: The resident perspective, Tourism Management, 58, 66, 10.1016/j.tourman.2016.10.002 Clausen, 1998 Crotts, 2000, Does national culture influence consumers' evaluation of travel services? A test of Hofstede's model of cross-cultural differences, Managing Service Quality: International Journal, 10, 410, 10.1108/09604520010351167 Crotts, 2003, Cross-cultural research: Are researchers better served by knowing respondents' country of birth, residence, or citizenship?, Journal of Travel Research, 42, 186, 10.1177/0047287503254955 Dann, 1993, Limitations in the use of nationality and country of residence variables, 88 Euromonitor International Forgas-Coll, 2012, Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona, Tourism Management, 33, 1309, 10.1016/j.tourman.2011.12.013 Gao, 2018, How power distance affects online hotel ratings: The positive moderating roles of hotel chain and reviewers' travel experience, Tourism Management, 65, 176, 10.1016/j.tourman.2017.10.007 Gavilan, 2018, The influence of online ratings and reviews on hotel booking consideration, Tourism Management, 66, 53, 10.1016/j.tourman.2017.10.018 Guo, 2017, Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation, Tourism Management, 59, 467, 10.1016/j.tourman.2016.09.009 Hofstede, 1991 Hsieh, 2009, Does national culture really matter? Hotel service perceptions by Taiwan and American tourists, International Journal of Culture, Tourism and Hospitality Research, 3, 54, 10.1108/17506180910940342 Hsu, 2003, Profiling Asian and western family independent travelers (FITs): An exploratory study, Asia Pacific Journal of Tourism Research, 8, 58, 10.1080/10941660308725456 Huang, 2019, Relationships between Hofstede's cultural dimensions and tourist satisfaction: A cross-country cross-sample examination, Tourism Management, 72, 232, 10.1016/j.tourman.2018.12.001 Jeuring, 2017, The challenge of proximity: The (un) attractiveness of near-home tourism destinations, Tourism Geographies, 19, 118, 10.1080/14616688.2016.1175024 Kuo, 2007, The importance of hotel employee service attitude and the satisfaction of international tourists, Service Industries Journal, 27, 1073, 10.1080/02642060701673752 Lai, 2015, Importance–performance analysis in tourism: A framework for researchers, Tourism Management, 48, 242, 10.1016/j.tourman.2014.11.008 Lee, 2015, Measurement of visitors' satisfaction with public zoos in Korea using importance-performance analysis, Tourism Management, 47, 251, 10.1016/j.tourman.2014.10.006 Liu, 2017, Big data for big insights: Investigating language-specific drivers of hotel satisfaction with 412,784 user-generated reviews, Tourism Management, 59, 554, 10.1016/j.tourman.2016.08.012 Manrai, 2011, Hofstede's cultural dimensions and tourist behaviors: A review and conceptual framework, Journal of Economics, Finance and Administrative Science, 16, 23 Martilla, 1977, Importance-performance analysis, Journal of Marketing, 41, 77, 10.1177/002224297704100112 Martin-Fuentes, 2016, Are guests of the same opinion as the hotel star-rate classification system?, Journal of Hospitality and Tourism Management, 29, 126, 10.1016/j.jhtm.2016.06.006 Mattila, 1999, The role of culture in the service evaluation process, Journal of Service Research, 1, 250, 10.1177/109467059913006 Mccleary, 1998, A comparison of hotel selection criteria between US and Korean business travelers, Journal of Hospitality & Tourism Research, 22, 25, 10.1177/109634809802200104 de Mooij, 2016, Measuring cross-cultural differences of ethnic groups within nations: Convergence or divergence of cultural values? The case of the United States, Journal of International Consumer Marketing, 29, 2, 10.1080/08961530.2016.1227758 Nakayama, 2018, Is culture of origin associated with more expressions? An analysis of yelp reviews on Japanese restaurants, Tourism Management, 66, 329, 10.1016/j.tourman.2017.10.019 Nath, 2018, The effects of online reviews on service expectations: Do cultural value orientations matter?, Journal of Business Research, 90, 123, 10.1016/j.jbusres.2018.05.001 Nowak, 2011, Income, culture, and household consumption expenditure patterns in the European Union: Convergence or divergence?, Journal of International Consumer Marketing, 23, 260 Pearce, 2012, The experience of visiting home and familiar places, Annals of Tourism Research, 39, 1024, 10.1016/j.annals.2011.11.018 Pizam, 1997, Nationality vs industry cultures: Which has a greater effect on managerial behavior?, International Journal of Hospitality Management, 16, 127, 10.1016/S0278-4319(97)00001-7 Pizam, 1995, Does nationality affect tourist behavior?, Annals of Tourism Research, 22, 901, 10.1016/0160-7383(95)00023-5 Poon, 2005, Are travellers satisfied with Malaysian hotels?, International Journal of Contemporary Hospitality Management, 17, 217, 10.1108/09596110510591909 Radojevic, 2015, Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry, Tourism Management, 51, 13, 10.1016/j.tourman.2015.04.002 Radojevic, 2018, The effects of traveling for business on customer satisfaction with hotel services, Tourism Management, 67, 326, 10.1016/j.tourman.2018.02.007 Rajaguru, 2018, The role of trip purpose and hotel star rating on guests' satisfaction and WOM, International Journal of Contemporary Hospitality Management, 30, 2268, 10.1108/IJCHM-01-2017-0044 Schuckert, 2015, A segmentation of online reviews by language groups: How English and non-English speakers rate hotels differently, International Journal of Hospitality Management, 48, 143, 10.1016/j.ijhm.2014.12.007 Schwartz, 1994, Beyond individualism/collectivism: New cultural dimensions of values, Vol. 18, 85 Seawright, 2008, Case selection techniques in case study research: A menu of qualitative and quantitative options, Political Research Quarterly, 61, 294, 10.1177/1065912907313077 Sourial, 2010, Correspondence analysis is a useful tool to uncover the relationships among categorical variables, Journal of Clinical Epidemiology, 63, 638, 10.1016/j.jclinepi.2009.08.008 Sparks, 2011, The impact of online reviews on hotel booking intentions and perception of trust, Tourism Management, 32, 1310, 10.1016/j.tourman.2010.12.011 Tan, 2018, Evaluation nudge: Effect of evaluation mode of online customer reviews on consumers' preferences, Tourism Management, 65, 29, 10.1016/j.tourman.2017.09.011 Toral, 2018, Identification of the unique attributes of tourist destinations from online reviews, Journal of Travel Research, 57, 908, 10.1177/0047287517724918 Torres, 2014, Examining key drivers of a customer delight in a hotel experience: A cross cultural perspective, International Journal of Hospitality Management, 36, 255, 10.1016/j.ijhm.2013.09.007 Tsang, 2007, Tourists' perceptions of relational quality service attributes: A cross-cultural study, Journal of Travel Research, 45, 355, 10.1177/0047287506295911 Veloutsou, 2005, Measuring transaction-specific satisfaction in services: Are the measures transferable across cultures?, European Journal of Marketing, 39, 606, 10.1108/03090560510590737 Voss, 2004, A tale of two countries' conservatism, service quality, and feedback on customer satisfaction, Journal of Service Research, 6, 212, 10.1177/1094670503260120 Weiermair, 2000, Tourists' perceptions towards and satisfaction with service quality in the cross-cultural service encounter: Implications for hospitality and tourism management, Managing Service Quality: International Journal, 10, 397, 10.1108/09604520010351220 Wildish, 2016, At home away from home: Visitor accommodation and place attachment, Annals of Leisure Research, 19, 117, 10.1080/11745398.2015.1037324 Xu, 2018, Does traveler satisfaction differ in various travel group compositions? Evidence from online reviews, International Journal of Contemporary Hospitality Management, 30, 1663, 10.1108/IJCHM-03-2017-0171 Yang, 2018, Electronic word of mouth and hotel performance: A meta-analysis, Tourism Management, 67, 248, 10.1016/j.tourman.2018.01.015 Zhang, 2008, Review and future directions of cross-cultural consumer services research, Journal of Business Research, 61, 211, 10.1016/j.jbusres.2007.06.003 Zhang, 2016, Dimensions of lodging guest satisfaction among guests with mobility challenges: A mixed-method analysis of web-based texts, Tourism Management, 53, 13, 10.1016/j.tourman.2015.09.001