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The culture of hospitality: From anecdote to evidence

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  • Radojevic, Tijana
  • Stanisic, Nemanja
  • Stanic, Nenad

Abstract

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.

Suggested Citation

  • Radojevic, Tijana & Stanisic, Nemanja & Stanic, Nenad, 2019. "The culture of hospitality: From anecdote to evidence," Annals of Tourism Research, Elsevier, vol. 79(C).
    • Handle: RePEc:eee:anture:v:79:y:2019:i:c:s016073831930146x
    DOI: 10.1016/j.annals.2019.102789
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    2. Chong Guan & Yu-Chen Hung & Wenting Liu, 2022. "Cultural differences in hospitality service evaluations: mining insights of user generated content," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1061-1081, September.
    3. Liu, Yeyi & Hultman, Magnus & Eisingerich, Andreas B. & Wei, Xingjie, 2020. "How does brand loyalty interact with tourism destination? Exploring the effect of brand loyalty on place attachment," Annals of Tourism Research, Elsevier, vol. 81(C).

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