Culture and service-related positive disconfirmations: An application of travel blog analysis
Document Type
Article
Publication Date
7-13-2012
Abstract
It has long been understood in the service sector that positive disconfirmations of expectations drive customer satisfaction. Using a sample of 334 consumers’ travel blog postings that describe positive disconfirmations of international hotel guests, this research finds that a traveler’s home country culture influences whether or not the positive disconfirmation is service-related. Specifically, travelers from individualistic countries and low power distance countries experience a greater proportion of service-related positive disconfirmations than those from collective or high power distance nations. From a theoretical perspective, this research extends the emerging body of research that demonstrates the various influences of culture on consumer satisfaction.
DOI
https://doi.org/10.1177/1356766712449371
Recommended Citation
Magnini, V. P., Kara, D., Crotts, J. C., Zehrer, A. (2012). Culture and service-related positive disconfirmations. Journal of Vacation Marketing, 18(3), 251-257. http://dx.doi.org/10.1177/1356766712449371
Original Citation
Magnini, V. P., Kara, D., Crotts, J. C., Zehrer, A. (2012). Culture and service-related positive disconfirmations. Journal of Vacation Marketing, 18(3), 251-257. http://dx.doi.org/10.1177/1356766712449371
