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1、ThepurposeofthispaperistoassessChinesetourists'perceptionsoftheUKhotelservicequality,andtoanalyzetheroleofChinesecultureininfluencingtheirexpectationsandperceptions.AnadaptedSERVQUALquestionnaireformeasuringhotelservicequalityattributes,andpairedt-testandtheMann-Whitneytestfordata
2、analysiswereusedinthestudy.Themainfindingsfullysupportthehypothesesdeveloped,andrevealanumberofshortfalls,particularlyontheempathy,reliabilityandtangibledimensions,inUKhotelservices,whichhaveledtonegativeconsumers'experiences.Futurestudyrequiresalargersamplesizewithmoresophisticat
3、edstatisticalanalysis,andalsoadditionalemphasisontheprice/valuerelationshipforhotelsthemselves,andthehotelcategory.TheseareimplicationsfortheUKhotelmarketers,managers,andemployees,whomayusethefindingstoadaptservicestocapitalizeonthepotentialofChineseoutboundtraveltotheUK.Thisexplo
4、ratorystudyprovidesfreshinsightsontheinterrelationshipsofculturalinfluencesandcustomers'evaluationsofservicequality.显示更少全文文献·翻译·IntroductionChina'soutboundtourismhasseenrapidgrowthinthepastdecadeduetoitspolitical,economic,cultural,andsocialdevelopment.Asaresult,theprospectedrapidi
5、ncreaseinthenumberofChinesetouristsvisitingtheUKwillhaveasignificantimpactontheUKhotelindustry.Customersatisfaction,whichinfluencestheirrepurchasebehaviorandretention,directlyaffectsahotel'sreputation,profits,andperformance.Eventhoughmanyhotelsrecognizethatsatisfyingcustomers'need
6、siscriticaltotheirsuccess,developingthestrategiestoachievethatgoalisbecomingincreasinglydifficultintoday'sglobalenvironmentduetochallengesofvariousculturesandvalues.Regardlessoftheincreasingargumentofaglobalconsumerculture,someresearchersarguethatconsumersfromdifferentculturalback
7、groundsstillhavedistinctconsumerbehaviorandvalueperceptions([16]Laroche etal. ,2004).Differentculturesundeniablyrepresenta"metaphoricallensthroughwhichpeopleperceivetheworld,andexhibitsitsgreatestinfluenceonperception,informationprocessingstrategies,cognitivestructures,andtheinten
8、sityofwantsandneeds"([22]Overby e
