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 |
Issue Date: | 2016 | Source: | Journal of travel & tourism marketing, 2016, v. 33, no. 4, p. 471-496 | 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. | Keywords: | Acculturation Service failure Hotel brands Staff ethnicity Chinese |
Publisher: | Routledge, Taylor & Francis Group | Journal: | Journal of travel & tourism marketing | ISSN: | 1054-8408 | EISSN: | 1540-7306 | DOI: | 10.1080/10548408.2015.1064060 | Rights: | © 2015 Taylor & Francis This is an Accepted Manuscript of an article published by Taylor & Francis in Journal of Travel & Tourism Marketing on 25 Aug 2015 (Published online), available online: http://www.tandfonline.com/10.1080/10548408.2015.1064060 |
| Appears in Collections: | Journal/Magazine Article |
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| File | Description | Size | Format | |
|---|---|---|---|---|
| JTTM_Weber_Hsu_and_Sparks_-_Acculturation_2016.pdf | Pre-Published version | 1.12 MB | Adobe PDF | View/Open |
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