Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/17556
Title: Differences in expectations and perceptions between hospitality providers and international customers : the case of Korean and Japanese group tourists in Thai hotels
Authors: Kim, S 
Elliot, S
Law, R 
Chon, K 
Keywords: Customers
Expectation
Hotel
Perception
Service
Thai
Issue Date: 2014
Publisher: Taylor & Francis
Source: International journal of hospitality & tourism administration, 2014, v. 15, no. 2, p. 121-149 How to cite?
Journal: International journal of hospitality & tourism administration 
Abstract: The aim of this study is to ascertain, in an international tourism context, whether there are cultural discrepancies between hotel employees who have been educated and trained in a host country, and guests who have traveled to that country, given that each group is imbued with their own national culture. The findings indicate that not only do Thai frontline hotel employees have different expectations about the behavior of Japanese and Korean customers, but that the expectations of both customer groups concerning their own behavior differ from those of Thai employees. A significant gap was found in perceptions of actual behavior between the international customers and hotel staff, suggesting that cultural discrepancies are indeed present, but also vary by ethnicity. The scale of the discrepancy between Thai employees' perceptions of Japanese tourists' behavior, for example, was larger than in the case of the Korean customers. Comparison of the expectations of the two international customer groups also revealed strong differences.
URI: http://hdl.handle.net/10397/17556
ISSN: 1525-6480
EISSN: 1525-6499
DOI: 10.1080/15256480.2014.901058
Appears in Collections:Journal/Magazine Article

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