Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/63852
Title: Same but different : Chinese-American and Mainland Chinese consumers’ perceptions of and behavior in a service failure situation
Authors: Weber, K 
Hsu, C 
Sparks, B
Keywords: Acculturation
Service failure
Hotel brands
Staff ethnicity
Chinese
Issue Date: 2016
Publisher: Routledge, Taylor & Francis Group
Source: Journal of travel & tourism marketing, 2016, v. 33, no. 4, p. 471-496 How to cite?
Journal: Journal of travel & tourism marketing 
Abstract: Going beyond the traditional East/West consumer differentiation in studying service failure, this article examined the impact of acculturation, together with ethnicity of service staff and origin of a hotel brand on consumers’ perceptions and behavioral responses. The research drew on four focus groups conducted in Beijing with 34 participants, followed by an experiment for which data were collected from 451 Chinese-Americans and 464 Mainland Chinese. Results showed significant differences in perceptions and behavioral responses following a service failure between Chinese-Americans and Mainland Chinese, and among Chinese-Americans with different acculturation strategies. Implications of study findings and directions for future research are discussed.
URI: http://hdl.handle.net/10397/63852
ISSN: 1054-8408
EISSN: 1540-7306
DOI: 10.1080/10548408.2015.1064060
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