National culture as a factor in visitors’ evaluations of hotel services

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM International Journal of Hospitality Management Pub Date : 2024-11-26 DOI:10.1016/j.ijhm.2024.104009

Elżbieta Wąsowicz-Zaborek

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Abstract

This study investigates cross-cultural variations in perceptions of hotel services by analyzing online reviews of 3-, 4-, and 5-star hotels in Warsaw, drawing from a dataset of 11,089 reviews posted on Hotels.com. It adopts a mixed-methods approach, encompassing 32 nations characterized by diverse Hofstede's cultural dimensions. The study identifies key factors influencing guest satisfaction, including room quality, breakfast, location, cleanliness, and staff performance. These factors exert varying impacts on customer attitudes depending on power distance, individualism, masculinity, and independence in each culture. This research addresses a gap in the literature due to limited publications on cultural disparities in online hotel reviews. Moreover, this study is unique in its geographical focus on Warsaw, with no comparable research identified. Practical implications include aiding hotel management in tailoring quality policies and enhancing customer experience for specific national cultures based on critical satisfaction drivers.

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游客对酒店服务评价中的民族文化因素

本研究通过分析华沙 3 星级、4 星级和 5 星级酒店的在线评论，从 Hotels.com 上发布的 11,089 条评论数据集中调查了酒店服务认知的跨文化差异。研究采用了混合方法，涵盖了 32 个具有不同霍夫斯泰德文化维度特征的国家。研究确定了影响顾客满意度的关键因素，包括客房质量、早餐、位置、清洁度和员工表现。这些因素对顾客态度的影响各不相同，取决于每种文化中的权力距离、个人主义、男性气质和独立性。由于有关在线酒店评论中文化差异的文献有限，本研究填补了这一空白。此外，本研究的独特之处还在于其地理重点是华沙，目前还没有发现类似的研究。研究的实际意义包括帮助酒店管理部门根据关键的满意度驱动因素，为特定国家文化量身定制质量政策并提升客户体验。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.