Browsing by Author "Meneses, Raquel"
Now showing 1 - 2 of 2
Results Per Page
Sort Options
- Cultural dimensions impact on customer’s expectations about the hotel service: application in different HDI Latin countriesPublication . Franco, Mara; Meneses, RaquelDue to its dynamic nature and its importance in the service process definition, customer’s expectations have been hardly studied, however, very few focused on the impact of culture on customer’s expectations formation, as customer’s can belong to different cultures. Also, the study of customer’s expectations about tourism services has increased, mostly applied in developed countries from the north hemisphere. Still, countries from different hemispheres have different levels of social and economic development and therefore, can differ in the way that culture influences customers’ expectations about services in groups of countries with different levels of human development. In this sense, the main purpose of this research is to understand if cultural dimensions influence customers’ expectations about a service equally in groups of countries with different levels of human development. The multigroup analysis using structural equation modelling was used to calculate the regression weights for all the path combinations in analysis for each proposed group of countries with different levels of human development. This research regarded the hotel service and data was collected from ten Latin countries: Portugal, Spain, France, Italy, Romania, Brazil, Mexico, Uruguay, Bolivia, and Chile. About 1262 customers answered a questionnaire about their expectations about service dimensions of the hotel service and their cultural dimensions. Findings show that cultural dimensions influence in customers’ expectations about hotel service is not equal in groups of countries with different levels of human development (HDI). Theoretically the major contribution is the application of a cross-cultural approach that demonstrated that cultural dimensions influence customers’ expectations about the hotel service differently in developed and in development countries with different levels of social and economic development. Therefore, it also indicates that hotel managers will have to adapt the service according to the level of human development of each group of countries in an internationalization process.
- The influence of culture in customers’ expectations about the hotel service in latin countries with different human development levelsPublication . Franco, Mara; Meneses, RaquelDue to their dynamic nature and importance in the service process defi nition, customers’ expectations have gained attention from researchers and practitioners, and have been essentially focused in developed countries from the Northern Hemisphere. Still, countries, regard less of the hemisphere, have di erent levels of socioeco nomic development and cultural patterns that can have di erent infl uence on customers’ expectations about a service. In this sense, the main purpose of this research is to understand if culture equally infl uences customers’ expectations about a service in countries with di erent cultural patterns and human development levels. The multigroup analysis using structural equation model ling was used to calculate the regression weights for all the path combinations in the analysis for each proposed group of countries. About 1262 customers from 10 Latin countries were enrolled in this study to determine their expectations about the hotel service and cultural dimen sions. Findings show that cultural dimensions infl uence customers’ expectations about the hotel service di er ently in groups of countries with di erent cultural pat terns and levels of human development. Results also indicate that hotel managers should adapt the service to the level of human development of each group of coun tries when it comes to internationalisation.