The culture of hospitality: From anecdote to evidence

Časopis: Annals of Tourism Research

Volume 79

ISSN: 0160-7383

DOI: 10.1016/j.annals.2019.102789

Stranice: 1-14


We examine the effects of hotel workers' national culture on hotel guests' satisfaction with services rendered by the workers. The results suggest that workers from countries scoring low on Hofstede's cultural dimensions named Individualism and Indulgence are particularly gifted for rendering high quality hotel services. Interestingly, many Asian countries, including Japan, Pakistan, Hong Kong, China, Lebanon, India and the Philippines have advantageous overall cultural profiles, which is consistent with portrayals of the Asian (or Eastern) hospitality culture in the scientific and professional literature. The insights presented in this study have important implications for the processes of staff recruitment and training in the global hotel industry.
Ključne reči: Culture; Hotel workers; Service quality; Customer satisfaction; Hofstede's cultural dimensions; Hospitality