Customer-focused adaptation in New York City hotels: exploring the perceptions of Japanese and Korean travelers

Tourism providers must accommodate culturally based guest needs in order to tap into the increasingly lucrative market of international travelers. Although there have been several normative efforts to delineate the expectations of Japanese and Korean travelers to the United States, there is little o...

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Bibliographic Details
Published in:International journal of hospitality management 2004-03, Vol.23 (1), p.39-53
Main Authors: Heo, Jin Kyeong, Jogaratnam, Giri, Buchanan, Polly
Format: Article
Language:English
Subjects:
Hotel
Japanese
Korean
Perceptions
Traveler
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Summary:Tourism providers must accommodate culturally based guest needs in order to tap into the increasingly lucrative market of international travelers. Although there have been several normative efforts to delineate the expectations of Japanese and Korean travelers to the United States, there is little or no research relating these guests’ satisfaction with hotel efforts at customer-focused adaptations. Preliminary findings based on the small sample studied suggest that when compared to American-operated hotels, Japanese- and Korean-operated hotels, in general, make a greater effort to accommodate the needs of Japanese and Korean guests, respectively. Product specific adaptations such as providing menus, magazines and hotel directories in the guest's native language can make the difference in creating a satisfied traveler.
ISSN:0278-4319
1873-4693
DOI:10.1016/j.ijhm.2003.07.003