{"title":"游客对酒店服务评价中的民族文化因素","authors":"Elżbieta Wąsowicz-Zaborek","doi":"10.1016/j.ijhm.2024.104009","DOIUrl":null,"url":null,"abstract":"<div><div>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.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"125 ","pages":"Article 104009"},"PeriodicalIF":9.9000,"publicationDate":"2024-11-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"National culture as a factor in visitors’ evaluations of hotel services\",\"authors\":\"Elżbieta Wąsowicz-Zaborek\",\"doi\":\"10.1016/j.ijhm.2024.104009\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<div><div>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.</div></div>\",\"PeriodicalId\":48444,\"journal\":{\"name\":\"International Journal of Hospitality Management\",\"volume\":\"125 \",\"pages\":\"Article 104009\"},\"PeriodicalIF\":9.9000,\"publicationDate\":\"2024-11-26\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"International Journal of Hospitality Management\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://www.sciencedirect.com/science/article/pii/S0278431924003219\",\"RegionNum\":1,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"HOSPITALITY, LEISURE, SPORT & TOURISM\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Hospitality Management","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0278431924003219","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
National culture as a factor in visitors’ evaluations of hotel services
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.
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.
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