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In addition to research papers, the Design Society is developing several valuable resources for those interested in the study of design. These include a repository of PhD theses, a library of case studies and transcripts of design activities, and an archive of our newsletters. Please note that these resources are accessible exclusively to Design Society members.

THE EFFECTS OF CUSTOMERS’ CULTURAL VALUES ON THEIR PERCEPTIONS OF LODGING SERVICE QUALITY: A COMPARATIVE ANALYSIS OF CUSTOMERS AT TRADITIONAL JAPANESE INNS

Nguyen, PB Chau

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Type:
Papers
DS 105: Proceedings of the Sixth International Conference on Design Creativity (ICDC 2020)
Year:
2020
Editor:
Boujut, Jean-François ; Cascini, Gaetano ; Ahmed-Kristensen, Saeema ; Georgiev, Georgi V. ; Iivari, Netta
Author:
Nguyen, PB Chau
Series:
ICDC
Institution:
School of Business Administration, Hitotsubashi University, Tokyo, Japan
Page(s):
295-301
DOI number:
https://doi.org/10.35199/ICDC.2020.37
Abstract:
Growth in international travel has led to the need to be aware of cultural elements in designing services. This paper examines how consumers’ culture influences their perceptions of lodging service quality with strong cultural characteristics, by comparing the evaluation of Asian and Western guests at Japanese-style inns (ryokan). Results show differences in their perceptions, with Western guests evaluating the service more preferably than Asian customers. The study suggests lodging facilities to consider the culture of their guests when designing their service environment.
Keywords:
tourism, hospitality, lodging industry, culture, service quality
The 6th International Conference on Design Creativity (ICDC 2020)

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