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Culture and service quality: the case of Hong Kong

Kim, Bona, Zhou, Lingxu and Liu, Anyu (2018) Culture and service quality: the case of Hong Kong In: Quality Services Experiences in Hospitality and Tourism. Bridging Tourism Theory and Practice, 9 . Emerald Publishing Limited. ISBN 978-1787563841

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Abstract

This article uses the dataset of tourist satisfaction index of Hong Kong to investigate the impact of culture difference on the gap between tourists’ expectations and their perceptions of actual service performance. When the demographic profile and travel experience are controlled, it is found that small culture difference (Hong Kong and China) has positive impact on Expectation-Performance Gap (EPG); whereas negative relationship with EPG is identified for large culture difference (Hong Kong and western countries). The practical implication for tourism managers in Hong Kong is that service providers should manage EPG in accordance with the aspects of the culture difference between the destination and the source markets.

Item Type: Book Section
Divisions : Faculty of Arts and Social Sciences > School of Hospitality and Tourism Management
Authors :
NameEmailORCID
Kim, Bona
Zhou, Lingxu
Liu, Anyuanyu.liu@surrey.ac.uk
Editors :
NameEmailORCID
Cai, Liping A.
Alaedini, Pooya
Date : 21 November 2018
Uncontrolled Keywords : Cultural Difference, Tourist Expectation, Perceived Performance, Expectation-Performance Gap, Hong Kong
Depositing User : Melanie Hughes
Date Deposited : 21 Aug 2018 13:57
Last Modified : 21 Aug 2018 13:57
URI: http://epubs.surrey.ac.uk/id/eprint/849057

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