The culture of hospitality: From anecdote to evidence

Tijana Radojevic, Nemanja Stanisic and Nenad Stanic

Annals of Tourism Research, 2019, vol. 79, issue C

Abstract: We examine the effects of hotel workers' national culture on hotel guests' satisfaction with services rendered by the workers. The results suggest that workers from countries scoring low on Hofstede's cultural dimensions named Individualism and Indulgence are particularly gifted for rendering high quality hotel services. Interestingly, many Asian countries, including Japan, Pakistan, Hong Kong, China, Lebanon, India and the Philippines have advantageous overall cultural profiles, which is consistent with portrayals of the Asian (or Eastern) hospitality culture in the scientific and professional literature. The insights presented in this study have important implications for the processes of staff recruitment and training in the global hotel industry.

Keywords: Culture; Hotel workers; Service quality; Customer satisfaction; Hofstede's cultural dimensions; Hospitality (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S016073831930146X
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:anture:v:79:y:2019:i:c:s016073831930146x

DOI: 10.1016/j.annals.2019.102789

Access Statistics for this article

Annals of Tourism Research is currently edited by John Tribe

More articles in Annals of Tourism Research from Elsevier
Bibliographic data for series maintained by Catherine Liu ().