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Cultural essentialism and tailored hotel service for Chinese: the moderating role of satisfaction
Lawrence Hoc Nang Fong1; Hongwei He2; Melody Manchi Chao3; Galli Leandro4; David King5
2019-09-09
Source PublicationInternational Journal of Contemporary Hospitality Management
ISSN0959-6119
Volume31Issue:9Pages:3610-3626
Abstract

Purpose – The purpose of this study is to understand Chinese consumers’ responses to ethnically tailored hotel services from the theoretical perspective of cultural essentialism.
Design/methodology/approach – Data collection was conducted through an online survey with Chinese respondents. Hierarchical moderated regression was performed to analyze the data.
Findings – The results show a positive relationship between cultural essentialism and consumer responses to hotel services that are tailored to their culture. Furthermore, the findings show that prior service satisfaction does not only positively influence the consumer responses, but also amplifies the link between cultural essentialism and the consumer responses.
Practical implications – Hoteliers are recommended to consider the cultural essentialism of Chinese
consumers when adaptive services are introduced. Hotel services that are tailored to Chinese culture is a viable strategy if most Chinese customers are cultural essentialists.
Originality/value – This study adds knowledge to the hospitality scholarship by introducing cultural essentialism and demonstrating its role in influencing consumer preferences for familiarity as opposed to exotic hotel services. Furthermore, the moderating role of service satisfaction extends the consumer behavior literature.

KeywordCulture Culture Hotel Hospitality Lay Theories Implicit Theories
DOI10.1108/IJCHM-11-2018-0910
Language英语
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Cited Times [WOS]:0   [WOS Record]     [Related Records in WOS]
Document TypeJournal article
CollectionFaculty of Business Administration
DEPARTMENT OF INTEGRATED RESORT AND TOURISM MANAGEMENT
Affiliation1.Faculty of Business Administration, University of Macau, Taipa, Macao
2.Alliance Manchester Business School, The University of Manchester, Manchester, UK
3.Department of Management, The Hong Kong University of Science and Technology, Kowloon, Hong Kong
4.Warwick Business School, University of Warwick, Coventry, UK
5.Spark International Ltd, London, UK
First Author AffilicationFaculty of Business Administration
Recommended Citation
GB/T 7714
Lawrence Hoc Nang Fong,Hongwei He,Melody Manchi Chao,et al. Cultural essentialism and tailored hotel service for Chinese: the moderating role of satisfaction[J]. International Journal of Contemporary Hospitality Management,2019,31(9):3610-3626.
APA Lawrence Hoc Nang Fong,Hongwei He,Melody Manchi Chao,Galli Leandro,&David King.(2019).Cultural essentialism and tailored hotel service for Chinese: the moderating role of satisfaction.International Journal of Contemporary Hospitality Management,31(9),3610-3626.
MLA Lawrence Hoc Nang Fong,et al."Cultural essentialism and tailored hotel service for Chinese: the moderating role of satisfaction".International Journal of Contemporary Hospitality Management 31.9(2019):3610-3626.
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