Language facilitation for outbound Chinese tourists: importance–performance and gap analyses of New Zealand hotels |
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Authors: | Tianyu Ying Jun Wen |
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Institution: | 1. Department of Tourism and Hotel Management, School of Management, Zhejiang University, 866 Yuhangtang Road, Xihu District, Hangzhou City, Zhejiang Province, China;2. Management Communication (Tourism), Waikato Management School, University of Waikato, Gate 1 Knighton Road, Private Bag 3105, Hamilton 3240, New Zealand |
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Abstract: | ABSTRACTLanguage barriers can negatively affect Chinese outbound tourists’ overseas travel experiences, highlighting the significance of language facilitation during overseas traveling. With survey data of 256 Chinese guests in two New Zealand upscale hotels, this study performed importance–performance and gap analyses on 19 language facilitation attributes. Results revealed that when resources are limited, priority should be given to improving Chinese language facilitation in room safety and security, in-room entertainment, and tourism information. Furthermore, this study reveals that the relationship between tourists’ perceived language barrier and hotel-stay satisfaction varies across socio-demographic characteristic, English language proficiency, and preferences for accommodation standards. |
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Keywords: | Chinese outbound tourists perceived language barriers language facilitation importance–performance analysis gap analysis |
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