How do international and domestic tourists perceive the service quality of Japanese ryokans? A cross-cultural perspective
公開日 2025年01月14日
和歌山大学観光学研究科の牧富 久美氏（和歌山県庁, 2024年度短期履修生）および国際観光学研究センター（CTR）研究員である佐野 楓准教授（本学観光学部）、孫 昊氏（本学観光学研究科博士後期課程3年, CTR客員ジュニアフェロー）の共著論文が、「Journal of Quality Assurance in Hospitality & Tourism」（Routledge）に掲載されました。
「Journal of Quality Assurance in Hospitality & Tourism」は、ホスピタリティと観光産業におけるサービス品質評価の研究に関する国際ジャーナルで、本論文では、ヘリテージホテルである旅館に焦点を当て、Hofstedeの文化的次元モデルを用いて、観光客の文化的背景とサービスに対する知覚品質の関連メカニズムを探索しています。
論文タイトル
How do international and domestic tourists perceive the service quality of Japanese ryokans? A cross-cultural perspective
著者
Fukumi Maki, Tourism Exchange Division, Wakayama Prefecture Administration, Wakayama City, Japan
Kaede Sano, Faculty of Tourism, Wakayama University, Wakayama City, Japan; Center for Tourism Research, Wakayama University, Wakayama City, Japan
Hao Sun, Faculty of Tourism, Wakayama University, Wakayama City, Japan; Center for Tourism Research, Wakayama University, Wakayama City, Japan
書誌事項
Journal of Quality Assurance in Hospitality & Tourism
https://doi.org/10.1080/1528008X.2024.2447879
* Scopus収録ジャーナル
https://www.scopus.com/sourceid/4700152735
要旨
Though tourists’ cultural background is known to substantially influence their assessment of hotel service quality, how tourist and hotel cultures mutually affect each other remains understudied. Focusing on a representative Japanese ryokan as a heritage hotel, this article employs Hofstede’s cultural dimension model to investigate the mechanisms relating tourists’ cultural backgrounds and service quality assessment. From a theoretical perspective, it demonstrates that tourists’ uncertainty avoidance influences perceived quality in tangible aspects of service, while power distance matters for intangible aspects. From a managerial perspective, it shows that tourists’ cultural distance from the ryokan affects their service quality assessment.
キーワード
Ryokan, Service quality assessment, Cross-culture, Hofstede’s cultural dimension model, American tourist, Japanese tourist
