Culture and service quality: Case of Hong Kong

Bona Kim, Lingxu Zhou, Anyu Liu

Research output: Chapter in book / Conference proceedingChapter in an edited book (as author)Academic researchpeer-review


This chapter uses the dataset of tourist satisfaction index of Hong Kong to investigate the impact of cultural difference on the gap between tourists’ expectations and their perceptions of actual service performance. When the tourists’ 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.

Original languageEnglish
Title of host publicationBridging Tourism Theory and Practice
PublisherEmerald Group Publishing Ltd.
Number of pages16
Publication statusPublished - 2018
Externally publishedYes

Publication series

NameBridging Tourism Theory and Practice
ISSN (Print)2042-1443
ISSN (Electronic)2042-1451


  • Cultural difference
  • Expectation-performance gap
  • Hong kong
  • Perceived performance
  • Tourist expectation
  • Tourist satisfaction

ASJC Scopus subject areas

  • Social Sciences (miscellaneous)
  • Tourism, Leisure and Hospitality Management


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