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The influence of culture in customers’ expectations about the hotel service in latin countries with different human development levels

2020Journal article Open access
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dc.contributor.authorFranco, Mara
dc.contributor.authorMeneses, Raquel
dc.date.accessioned2021-09-16T10:26:41Z
dc.date.available2021-09-16T10:26:41Z
dc.date.issued2020
dc.description.abstractDue 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.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationFranco, M., & Meneses, R. (2020). The influence of culture in customers’ expectations about the hotel service in latin countries with different human development levels. European Journal of Tourism, Hospitality and Recreation, 10(1), 56-73. https://doi.org/10.2478/ejthr-2020-0005pt_PT
dc.identifier.doi10.2478/ejthr-2020-0005pt_PT
dc.identifier.urihttp://hdl.handle.net/10400.13/3636
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherDe Gruyter Polandpt_PT
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/pt_PT
dc.subjectCustomer’s expectationspt_PT
dc.subjectHotelpt_PT
dc.subjectService dimensionspt_PT
dc.subjectCultural dimensionspt_PT
dc.subjectLatin countriespt_PT
dc.subjectHuman developmentpt_PT
dc.subject.pt_PT
dc.subjectEscola Superior de Tecnologias e Gestãopt_PT
dc.titleThe influence of culture in customers’ expectations about the hotel service in latin countries with different human development levelspt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.endPage73pt_PT
oaire.citation.issue1pt_PT
oaire.citation.startPage56pt_PT
oaire.citation.titleEuropean Journal of Tourism, Hospitality and Recreationpt_PT
oaire.citation.volume10pt_PT
person.familyNameFranco
person.givenNameMara
person.identifier.ciencia-id6419-634F-732E
rcaap.rightsopenAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublication838ef50b-9006-4b3e-a663-4d5c72ab2419
relation.isAuthorOfPublication.latestForDiscovery838ef50b-9006-4b3e-a663-4d5c72ab2419

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