@inbook{f2b9683a59084d92be59bbf45553d8e7,
title = "Culture and service quality: Case of Hong Kong",
abstract = "This chapter uses the dataset of tourist satisfaction index of Hong Kong to investigate the impact of cultural difference on the gap between tourists{\textquoteright} expectations and their perceptions of actual service performance. When the tourists{\textquoteright} demographic profile and their experience are controlled, it is found that small cultural difference between Hong Kong and Mainland China has a positive impact on expectation -performance gap, whereas negative relationship is identified for large cultural difference between Hong Kong and Western countries. The practical implication for the former is that service providers should manage the gap in accordance with the aspects of the cultural difference between the destination and the source markets.",
keywords = "Cultural difference, Expectation-performance gap, Hong kong, Perceived performance, Tourist expectation, Tourist satisfaction",
author = "Bona Kim and Lingxu Zhou and Anyu Liu",
note = "Funding Information: Acknowledgment—The authors acknowledge the financial support of the Hong Kong Polytechnic University (Grant No.: 1-ZVHU). Publisher Copyright: {\textcopyright} 2018 by Emerald Publishing Limited.",
year = "2018",
doi = "10.1108/S2042-144320180000009005",
language = "English",
series = "Bridging Tourism Theory and Practice",
publisher = "Emerald Group Publishing Ltd.",
pages = "59--74",
booktitle = "Bridging Tourism Theory and Practice",
address = "United Kingdom",
}