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  • The role of cultural familiarity on customer satisfaction in the context of hotel service failure

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    83602_1.pdf (83.83Kb)
    Author(s)
    Trianasari, Nana
    Sparks, Beverley
    Butcher, Kenneth
    Griffith University Author(s)
    Sparks, Beverley A.
    Butcher, Ken J.
    Trianasari, Nana
    Year published
    2012
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    Abstract
    This paper reports the findings of a study that investigates the effects of severity of service failure and cultural familiarity on customer satisfaction. The study also examines the interaction effect between these two independent variables. An exploratory study using six focus groups was undertaken to elicit insights into the potential influences of the proposed variables on customer satisfaction. The findings from the focus groups were used to develop the stimulus material for an experimental research design. Ultimately, a 3 (cultural familiarity: low, medium, high)׳ (severity of failure: low, medium, high) experimental ...
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    This paper reports the findings of a study that investigates the effects of severity of service failure and cultural familiarity on customer satisfaction. The study also examines the interaction effect between these two independent variables. An exploratory study using six focus groups was undertaken to elicit insights into the potential influences of the proposed variables on customer satisfaction. The findings from the focus groups were used to develop the stimulus material for an experimental research design. Ultimately, a 3 (cultural familiarity: low, medium, high)׳ (severity of failure: low, medium, high) experimental design was employed. Using an online survey method, 740 respondents were randomly assigned to various scenario conditions and were asked to rate their satisfaction levels (measured using a multi-item scale). Significant results were found from the analysis of the data using ANOVA. Theoretical and practical contributions of the study, limitation and suggestions for future studies are discussed.
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    Conference Title
    Current Issues in Hospitality and Tourism Research and Innovations - Proceedings of the International Hospitality and Tourism Conference, IHTC 2012 “Journey into Challenging Times for Research and Innovations”
    Publisher URI
    https://www.crcpress.com/Current-Issues-in-Hospitality-and-Tourism-Research-and-Innovations/Zainal-Radzi-Hashim-Chik-Abu/p/book/9780415621335
    Copyright Statement
    © 2012 Taylor & Francis. This is the author-manuscript version of the paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the publisher's website for access to the definitive, published version.
    Subject
    Hospitality Management
    Publication URI
    http://hdl.handle.net/10072/49815
    Collection
    • Conference outputs

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