search query: @indexterm Service quality / total: 221
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| Author: | Manzur, L. Jogaratnam, G. |
| Title: | Impression management and the hospitality service encounter: cross-cultural differences |
| Journal: | Journal of Travel & Tourism Marketing
2006 : VOL. 20:3-4, p. 21-32 |
| Index terms: | customers employee attitudes service quality |
| Language: | eng |
| Abstract: | Marketers, employees and managers in the hotel and restaurant industry that are aware of the needs of people from different cultures will be able to better direct their efforts at products development, provide better guest services and thereby offer a means of developing competitive advantage. This article determined cross-cultural differences in customer perception of employees behavior, intentions to return and tipping between Americans and Asians living in the United States. This article is based on several impression management dimensions, which are ingratiation, intimidation, self-promotion, exemplification, supplication and non-verbal behaviors. |
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