Assessing equivalence of hotel brand equity measures in cross-cultural contexts

The authors synthesize the measurement equivalence or invariance literature and illustrate how to conduct equivalence analyses by using a hotel brand equity model as an example. The illustration focuses on how to assess the model's generalizability across three selected cultural or cross-country factors: the hotel's brand identity (domestic vs. foreign), the customer's first language (Mandarin vs. English), and the customer's country of residence (Asia vs. Europe vs. North America). Results support the model's configural and metric generalizability across the three cross-cultural contexts. The authors show how to interpret the results of equivalence analyses and discuss a few related methodological issues.     

The hospitality of the host: A cross-cultural examination of managerially facilitated consumer-to-consumer interactions

In the design and programming of hedonic service settings such as events, managers can facilitate positive social interactions between guests. The objective of this research is to examine the effect of managerially facilitated consumer-to-consumer interactions on Asian and Western consumer evaluations and behavioral outcomes. A field experimental methodology is employed within the cultural group tour context. Asians are found to benefit from management facilitation of social interaction at higher levels than Westerners. Implications for event managers and directions for future research are shared.     

Destination gender: Scale development and cross-cultural validation

Destination gender traits have attracted considerable attention in the tourism marketing literature, inspired by the concept of branding. A scale to measure destination gender with a Chinese sample is first developed and validated in this study. Then, the scale is tested with a Western sample for comparison. Results show that destination gender is a second-order construct encompassing two first-order constructs (i.e., masculinity and femininity) and their sub-dimensions. Ultimately, a 25-item Destination Gender Scale (DGS) is assembled with four sub-dimensions of masculinity (i.e., dominance, vigor, courage, and competence) and four sub-dimensions of femininity (i.e., grace, softness, gorgeousness, and kindheartedness). Nomological validity results suggest that destination gender is positively related to individuals’ actual/ideal gender identity congruity and revisit intentions irrespective of their biological sex. This study contributes to the destination branding literature by considering destination image through a gender-based lens and presenting a reliable tool to assess destination gender. Destination managers can apply these findings to develop efficient marketing tactics around salient destination gender traits.     

Recontextualising the determinants of external CSR in the services industry: A cross-cultural study

Although the relationship between institutional pressures and corporate social responsibility (CSR) has been well studied, its underlying mechanisms and boundary conditions are not well understood. To remedy these gaps, we draw on institutional theory and the literature on organisational sensemaking, stakeholder salience and the resource-based view of the firm. We test our conceptual model using survey data from 442 managers of hospitality and tourism enterprises based in Egypt and the United Kingdom. SEM-based results show that both stakeholder issue salience and discretionary slack mediate the link between institutional pressures and external CSR. National culture moderates the effects of institutional pressures on both stakeholder issue salience and external CSR. Multi-group analyses reveal noticeable differences between Egyptian and British managers regarding their interpretations of CSR issues and the institutional environment. This study contributes to the emerging micro-institutional stream and cross-cultural CSR research, providing important insights for managers, policymakers and researchers.     

A cross-cultural validation of the perceived destination restorative qualities scale: the Chinese perspective

Leisure travel entails a necessary tourist–environment exchange, understanding of which becomes critical when considering the role of tourism in providing rest and relaxation. The aim of this study was to understand the restorative functions of tourism destinations in the Chinese context. We attempted to confirm the cross-cultural stability of the measurement scale of perceived destination restorative qualities (PDRQ) and the relation to its nomological network including destination setting, overall sense of recovery, and satisfaction. The construct dimensionality was confirmed; however, contrary to the Western literature, the effects of destination restorativeness on recovery and satisfaction were more pronounced in urban rather than nature-based vacations for Chinese travelers.     

Customer value in Quick-Service Restaurants: A cross-cultural study

In spite of the relativistic nature of Customer Value concept, research on differences in Value perceptions across cultures is still scarce. Gaining insight about this issue would be especially relevant for highly competitive and globalized industries such as Fast-Food or Quick-Service Restaurants (QSR). The purpose of the present paper is to identify Value dimensions in this industry and to analyze the links between dimensions of Value, Satisfaction and Loyalty, testing the consistency of the results obtained across three different countries. To achieve this aim, after one in-depth interview with a QSR manager and two intercultural focus groups with QSR customers, a questionnaire is built and answered by a sample of 366 individuals from Guatemala, Spain and Germany. Results from a structural model, estimated with PLS, depict relations between Value dimensions, Satisfaction and Loyalty, showing significant differences across the three cultural groups. Conclusions are derived, in terms of theoretical and managerial implications, and limitations and future lines or research are presented on both Value creation in QSR and on the specificity of the Value-Satisfaction-Loyalty chain.     

A holistic view of the service experience at coffee franchises: A cross-cultural study

Service quality alone is no longer a sustainable advantage in today's competitive hospitality industry, and marketers are paying more attention to strategically managing the customer's experience. The purpose of this study is to examine the customer service experience from a holistic standpoint, and further consider how different components of the customer service experience influence perceived value, attitudes, and loyalty at coffee franchises. Further, this study conducts a comparative analysis to find the similarities and differences that exist cross-culturally between Americans and Koreans. This study develops a self-administered questionnaire for data collection: we adopt a convenience sampling method and collected data at two Starbucks franchises and two Coffee Bean franchises in both Seoul, South Korea, and Miami, US. Further, the study implements structural equational modeling to analyze the data. Overall, the results support the study hypotheses, and indicate that nationality has a moderating effect on the relation between the latent variables.     

The role of information sources and image on the intention to visit a medical tourism destination: a cross-cultural analysis

This paper intends to analyze: 1) how information sources, eWOM, and image influence the intention to visit a medical tourism destination;2) the moderating role of culture and 3) cross-cultural differences based on Hofstede’s individualism and uncertainty avoidance. A total of 534 responses were collected using a panel of internet users from six different countries and data were analyzed using structural equation modeling and a series of t-tests. The results show that information sources influence cognitive impressions and in conjunction with overall image and medical cognitive image influence the intention to visit a medical tourism destination. Furthermore, individualism and uncertainty avoidance have a moderating effect among these variables and cross-cultural differences exist in the degree of importance given to information sources, eWOM, image perceptions, and intention.     

The learning style preferences of hospitality and tourism students: Observations from an international and cross-cultural study

This paper reports on a study of the learning style preferences of new entrants onto hospitality and tourism programmes in Australia and the United Kingdom. It suggests that a majority of students on these programmes in both countries have strong learning style preference that present some challenges to educators and the planning of learning experiences in higher education. Typically these students prefer learning styles that are concrete rather than abstract, and active rather than reflective. Furthermore, substantial minorities register low or very low preferences for learning in abstract and reflective styles. The initial learning style of new entrants on to taught programmes, therefore, present substantial teaching and learning barriers for educators who are attempting to develop reflective practitioners. Inappropriate teaching strategies can present some genuine learning difficulties for these students. In Australia, educators face added complexity because students from Confucian heritage backgrounds display learning style preferences at odds with their piers. They are more likely to respond positively to abstract and reflective approaches but negatively to active and concrete teaching strategies. The authors suggest one way of approaching the learning needs of these students is to use Kolb's experiential learning cycle as a way of encouraging the development of ‘balanced’ learning strategies that lead to reflective practice.     

National culture,leadership and citizenship: Implications for cross-cultural management

Continued globalization is raising the level of diversity within hospitality organizations as well as the likelihood that leaders will manage those from varying national cultures. Previous research has found that cultural congruence between leaders and stakeholders (i.e., from the same or different national cultures) impacts a variety of variables including perceived leadership style, satisfaction and trust. This study extends this line of research by investigating the relationship between cultural congruence, perceived leadership style, leader–member exchange (LMX) and employee citizenship behaviors. Using a highly diverse sample of 520 members of congruent and incongruent dyads from 66 countries working for 2 large cruise lines and 2 subsidiaries, multivariate analysis of variance (MANOVA) was used to test the relationships. It was determined that cultural similarity impacted employee perceptions of LMX relations and organization citizenship behaviors, but not leadership style. The results of the study provide strategies for cross-cultural management in the hospitality industry.     

Examining key drivers of customer delight in a hotel experience: A cross-cultural perspective

Welcoming all guests is the calling shared by those who work in the hotel industry. Everyday hoteliers strive to provide a service of excellence to all of those who visit. This can be somewhat of a complex endeavor, as hotels receive guests from different nationalities and cultures. Previous research in the area of customer delight has revealed some of the factors that define and drive the customer delight experience. Despite the emerging literature on the subject, the question remains: are guest from different cultures likely to be delighted by different things? In the present study, the researchers conducted extensive semi-structured interviews (n = 228) with guests from different nationalities visiting the Central Florida area. The guests interviewed came predominantly from the United States, Brazil, Germany, and Canada. Using a process of content analysis, the researchers analyzed the drivers of customer delight and concluded that while some universal service elements exists, guests from different cultures can also be delighted by different services and amenities.     

Tourists' attitudes towards textiles and apparel-related cultural products: A cross-cultural marketing study

This study examined American, Korean, and Chinese female consumers' evaluations of and purchase intentions towards Korean textiles and apparel-related cultural products. This study also investigated how a consumer's evaluations of Korean textiles and apparel-related cultural products are related to novelty-seeking tendency, world-mindedness, and familiarity with Northeast Asian culture on the part of female tourists. Novelty-seeking appeared to be useful only when predicting how one will respond to cultural products from other countries and cultures, but not from one's own. Regardless of the sample, respondents' evaluations of the color and design of the product stood out as the most important indicator, across all four products, of how much they would like a given product, and further, would also like to purchase the product. Northeast Asian design contributed to favorable purchase intention even for those who are from Northeast Asia, indicating that fashion cultural products are not targeted only at those from other cultures.     

A cross-cultural anatomy of destination image: An application of mixed-methods of UGC and survey

The destination competitiveness literature builds on many studies that measure destination competitiveness using determinant factors or attributes, focusing specifically on attributes that influence tourism destination competitiveness. However, these studies overlook the critical destination tourism issue of extreme dependence on a particular country. Extreme dependence on a certain source market is a double-edged sword and a serious threat to destination competitiveness. To address this issue of overreliance, this study delves into a cross-cultural destination image using a novel mixed-methods approach comprised of cross-cultural mixed-methods of user-generated content analytics (Study 1) and survey (Study 2). Findings and contributions are subsequently discussed to generate theoretical and managerial implications.     

Resident perceptions on cross-cultural understanding as an outcome of volunteer tourism programs: the Bahamian Family Island perspective

This paper examines the perceptions toward volunteer tourism from the viewpoint of Bahamian Family Island residents with a specific focus on cross-cultural understanding as an outcome. Cross-cultural understanding reflects the idea that there is a greater opportunity for exchange between tourists and residents as a result of volunteer tourism. Utilizing social exchange theory (SET), this research examines whether residents’ perceived benefits, positive impacts, negative impacts and support for volunteer tourism activities predict their support for cross-cultural understanding. Additionally, this study reveals factors contributing to residents’ motivation to participate in volunteer tourism activities within their community. A mixed-method research design that employed face-to-face interviews and quantitative surveys revealed eight major themes: Community Involvement, Empowerment, Sustainability, Education, Dependency, Neglect of Community Needs, Community Involvement and Communication. Multiple regression analysis results suggest partial support for SET and reveal new predictions for the support for cross-cultural understanding. Implications for volunteer tourism programs, host communities and national tourism organizations are discussed. Future research evaluating the volunteer–host relationship is warranted.     

Evolutionary and socio-cultural influences on feelings and attitudes towards nature: a cross-cultural study

Mounting environmental issues have prompted reconsideration of the human–nature relationship. Accordingly, attitudes to nature, as an important dimension of human–nature interactions, have become a research focus. How feelings and attitudes towards nature are influenced by evolutionary and social-cultural constructions, and whether there is variation between different cultural groups, demands more attention. Using a survey of visitors to two very different National Parks, the New Forest National Park, England and Jiuzhaigou Scenic Area, China, this paper shows that of nationality and living environment, differences between the two nationalities were significant in respect of both attitudes and feelings. Specifically, it demonstrates that the biophilia thesis, which purports that people have an innate and a genetically inherited need for affiliation with nature, is influenced by their socio-cultural environment, in particular their national culture, but also by their current living place. The study contributes to our understanding of sustainable tourism in natural areas.     

Bed and Breakfast operators’ work and personal life balance: A cross-cultural comparison

Bed and Breakfasts (B&B) represent a unique sector in the tourism industry. This study expands on previous hospitality work and life balance studies by investigating the cultural influences on B&B operators’ work and personal lives. The results indicated that Taiwanese B&B operators, who are in the collective culture, perceive less difficulty in their balancing work and personal lives, and they receive more family and social support compared to their American counterparts, who are within an individualistic culture. Both groups experienced equally satisfactory levels of successful balance. The implications and limitations of this study are discussed, and future studies are proposed.     

国外旅游景点研究综述

旅游景点在旅游产业发展中的地位和作用非常突出,在这一方面国外已取得了相当数量的研究成果.本文从国外旅游景点研究的发展历程入手,对其概念与地位、类型与构成、管理、感知与选择、面临的挑战与未来进行了较为系统的综述.这些内容将为国内相关研究提供有益的借鉴.     

进入旅游卫星账户(TSA)的新里程

2001年5月8日至10日,由加拿大旅游委员会、世界旅游组织(WTO)、世界旅游委员会(WTTC)和世界经合组织(OECD)主办,在温哥华举行了“旅游卫星账户(TSA)--为良好决策提供可靠数据“的国际会议,来自50多个国家的200多名代表出席了这次会议.会议强调,一方面要提高各国开发TSA的规范化水平,另一方面要强化TSA的分析应用和预测功能,加强为市场服务、为企业服务的力度.……     

国内外城镇旅游研究综述

自18世纪40年代以来,随着西方工业革命进程,发达国家经济发展迅猛,刺激了以定居为目的的城镇化进程以及以旅居为目的的旅游业发展。国外对城镇旅游的研究始于19世纪70年代,早期国外对小城镇旅游依附于城市旅游和乡村旅游的研究。直到20世纪70年代以后,才获得了独立的研究地位,研究的领域主要集中于旅游与城镇的关系,规划、经济与管理等。21世纪初,城镇化和旅游业两大经济浪潮推高了中国城镇旅游,其研究注重旅游对欠发达地区社会、经济和环境的综合效益研究,及对重大国家发展战略的溢出效益,其重心是城镇旅游开发与经营管理,近期开始关注城镇旅游的可持续发展问题。综述表明,城镇旅游及其研究越来越成为产业界和学术界的重大事件。