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Customer’s Responses to Crowded Restaurant Environment: Cross Cultural Differences between American and Chinese

Kim, Dae-Young and Park, Sangwon (2008) Customer’s Responses to Crowded Restaurant Environment: Cross Cultural Differences between American and Chinese Journal of Hospitality & Leisure Marketing, 16 (1-2). pp. 137-157.

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Abstract

The study aims at demonstrating cultural differences between Americans and Chinese in terms of customer's perceptions and satisfaction of crowded environments within the context of restaurant settings. It has been noted that culture has a substantial impact on customer affection and judgment, and crowding in service environments is a critical antecedent of customer satisfaction. Considering these main themes, this study examined how cultural differences play a role in predicting customer satisfaction within the crowded restaurant setting. With the use of customers from the two different cultures in an experimental study, participants' responses to similarly crowded environments in a restaurant were compared. It is revealed that customer perceptions of crowdedness negatively influence their satisfaction, but the relationships vary depending on customer's cultural background. Cultural differences also appear to be substantial in predicting customer satisfaction.

Item Type: Article
Divisions : Faculty of Arts and Social Sciences > School of Hospitality and Tourism Management
Authors :
AuthorsEmailORCID
Kim, Dae-Youngkimdae@missouri.eduUNSPECIFIED
Park, Sangwonsangwon.park@surrey.ac.ukUNSPECIFIED
Date : October 2008
Identification Number : 10.1080/10507050802097024
Additional Information : This is an Author's Accepted Manuscript of an article published in Journal of Hospitality & Leisure Marketing, 16, (1-2) [2008] copyright Taylor & Francis, available online at: http://www.tandfonline.com/10.1080/10507050802097024
Depositing User : Sangwon Park
Date Deposited : 20 Feb 2013 14:12
Last Modified : 23 Sep 2013 19:31
URI: http://epubs.surrey.ac.uk/id/eprint/710213

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