Commercial hospitality in tourism: A global comparison of what culturally matters |
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| Institution: | 1. Business School, The University of Queensland, St Lucia 4067, Queensland, Australia;2. Institute of Tourism ITW, Lucerne University of Applied Sciences and Arts - Lucerne School of Business, Rösslimatte 48, 6002 Lucerne, Switzerland;1. Department of Psychology, Henan University, China;2. School of Hospitality and Tourism, Auckland University of Technology, New Zealand;3. Hospitality and Tourism Institute, Duy Tan University, Viet Nam;4. Faculty of Social Sciences and Humanities, Duy Tan University, Viet Nam;1. Howard Feiertag Department of Hospitality and Tourism Management, Pamplin College of Business, Virginia Polytechnic Institute and State University, 295 West Campus Drive, Blacksburg, VA, 24061, United States;2. Chaplin School of Hospitality & Tourism Management, Florida International University, 3000 Northeast 151st Street, North Miami, FL, 33181, United States;3. University of Nevada, Las Vegas William F. Harrah College of Hotel Administration, 4505 S. Maryland Parkway, Las Vegas, NV, 89119, United States;1. Rovira i Virgili University (URV), Deparment of Communication, Av Catalunya, 35, 43002, Tarragona, Catalonia, Spain;2. University of Lleida (UDL), Department of Business Administration and Economic Management of Natural Resources (AEGERN), C/ Jaume II, 73, Campus de Cappont, 25001, Lleida, Catalonia, Spain;2. Conrad N. Hilton College of Hotel and Restaurant Management, University of Houston, 4450 University Drive, Room 227, Houston, TX 77204-3028, United States;1. Tourism & Hospitality Management Department, School of Management, Xiamen University, Xiamen, Fujian Province, 361005, China;2. Department of Business Administration, School of Management, Xiamen University, Xiamen, Fujian Province, 361005, China;3. School of Business, The University of Queensland, Brisbane, Queensland, 4072, Australia |
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| Abstract: | As the hospitality academy matures it has worked towards bespoke theory development. Emerging literature has attempted to quantify, and develop measurements for, the intangible and situationally variable dimensions of hospitality and/or hospitableness. This paper aims to explore whether the importance tourists place on various aspects of ‘hospitality’ differs according to their culture, using country/region of origin as a proxy. A cross-national survey was conducted across multiple destinations in the Asia-Pacific and Europe. Data captured the importance 2248 tourists placed on 12 facets of hospitality. Results indicate that tourists’ nationality influences the importance they place on all facets of the hospitality experience. The study contributes to theory by advancing our understanding of how different cultures evaluate the importance of the multiple aspects of commercial hospitality. Practically, the study challenges hospitality industry conventions, which standardize rather than personalize guest-host interactions. |
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| Keywords: | Hospitality Hospitality dimensions Hospitableness Cross-national Culture Service |
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