Commercial hospitality in tourism: A global comparison of what culturally matters. (May 2021)

• Record Type: Journal Article
• Authors: Walters, Gabby; Huck, Lukas; Robinson, Richard N.S.; Stettler, Jürg
• Is Part Of: International journal of hospitality management. Volume 95(2021)
• Publication Date: 2021-05
• Subjects: Hospitality -- Hospitality dimensions -- Hospitableness -- Cross-national -- Culture -- Service; Hotel management -- Periodicals; Restaurant management -- Periodicals; Food service management -- Periodicals; Hôtels -- Gestion -- Périodiques; Restaurants -- Gestion -- Périodiques; Services alimentaires -- Gestion -- Périodiques; Food service management; Hotel management; Restaurant management; Periodicals; 647.94
• DOI: 10.1016/j.ijhm.2021.102939
• Languages: English
• ISSNs: 0278-4319

Abstract

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. Highlights: This paper identifies whether the importance tourists place on various aspects of commercial hospitality differs according to their country / cultural background. We reveal the elements of the hospitality encounter that are most and least important across 15 cultures. We reveal intraregional differences that question the relevance of Hofstede's cultural dimensions to the hospitality context.