1,066
Views
13
CrossRef citations to date
0
Altmetric
Original Articles

Culture As A Moderator Of The Relationship Between Service Quality And The Tourist'S Satisfaction With Different Distribution Channels

, &
Pages 760-778 | Received 04 Oct 2011, Accepted 27 Apr 2012, Published online: 26 Nov 2012

REFERENCES

  • Albacete , C. , Fuentes , M. M. and Lloréns , J. 2007 . Service quality measurement in rural accommodation . Annals of Tourism Research , 34 ( 1 ) : 45 – 65 .
  • Aldás , J. , Currás , R. , Ruiz , C. and Sanz , S. 2010 . Factores determinantes de la lealtad en el comercio electrónico b2c. Aplicación a la compra de billetes de avión [Determinants of loyalty in B2C e-commerce. Application to purchase airline tickets] . Revista Española de Investigación de Marketing, ESIC , 14 ( 2 ) : 113 – 142 .
  • Barrera , R. 2010 . Calidad del servicio, satisfacción e intenciones de comportamiento en el entorno online. Un análisis de la heterogeneidad del mercado [Service quality, satisfaction, and behavioral intentions in the online environment. An analysis of market heterogeneity] (Unpublished doctoral dissertation) , Sevilla , , España : Universidad de Sevilla .
  • Bauer , H. H. , Grether , M. and Leach , M. 2002 . Building customer relations over the Internet . Industrial Marketing Management , 31 ( 1 ) : 155 – 163 .
  • Bergeron , J. 2001 . Les facteurs qui influencent la fidélité des clients qui achètent sur Internet [The factors that influence customer loyalty who buy on the Internet] . Recherche et Applications en Marketing , 16 ( 3 ) : 39 – 53 .
  • Bhawuk , D. P. S. and Brislín , R. 1992 . The measurement of intercultural sensitivity using the concepts of individualism and collectivism . International Journal of Intercultural Relations , 16 : 413 – 436 .
  • Bianchi , C. C. 2001 . “ The effect of cultural differences on service encounter satisfaction ” . In Marketing Theory and Applications: Vol. 12. The 2001 American Marketing Association Winter Educators' Conference Edited by: Krishnan , R. and Viswanathan , M. 46 – 52 .
  • Bitner , M. J. 1990 . Evaluating service encounters: The effects of physical surroundings and employee responses . Journal of Marketing , 54 ( 2 ) : 69 – 83 .
  • Bolton , R. N. and Drew , J. H. 1991 . A multistage model of customers' assessments of service quality and value . Journal of Consumer Research , 17 : 375 – 384 .
  • Bonn , M. A , Furr , H. L. and Susskind , A. M. 1999 . Using the Internet as a pleasure travel planning tool. An examination of the socio-demographic and behavioural characteristics among Internet users and nonusers . Journal of Hospitality and Tourism Research , 22 ( 3 ) : 303 – 317 .
  • Brady , M. K. , Cronin , J. J. and Brand , R. R. 2002 . Performance-only measurement of service quality: A replication and extension . Journal of Business Research , 55 : 17 – 31 .
  • Buhalis , D. 1997 . Information technologies as a strategic tool for economic, cultural and environmental benefits enhancement of tourism at destination regions . Progress in Tourism and Hospitality Research , 3 ( 1 ) : 71 – 93 .
  • Buhalis , D. and Laws , E. 2001 . Tourism distribution channels: Patterns, practices and challenges , London : United Kingdom: Thomson .
  • Castañeda , J. A. 2005 . El comportamiento del usuario de Internet: Análisis de los antecedentes y consecuencias de la fidelidad [The Internet user behavior: Analysis of the antecedents and consequences of fidelity] (Unpublished doctoral dissertation) , Granada , , España : Universidad de Granada, Departamento de Comercialización e Investigación de Mercados .
  • Castañeda , J. A. , Muñoz , F. and Luque , T. 2007 . Web acceptance model (WAM): Moderating effects of user experience . Information and Management , 44 : 384 – 396 .
  • Chang , J. 2009 . Taiwanese tourists perceptions of service quality on outbound guided package tours: A qualitative examination of the SERVQUAL dimensions . Journal of Vacation Marketing , 15 ( 2 ) : 165 – 178 .
  • Cheung, C., & Lee, M. (2005). The asymmetric effect of website attribute performance on satisfaction: An empirical study. Retrieved from http://www.computer.org/portal/web/csdl/doi/10.1109/HICSS.2005.585 (http://www.computer.org/portal/web/csdl/doi/10.1109/HICSS.2005.585)
  • Cheung , G. W. and Rensvold , R. B. 2000 . Assessing extreme and acquiescence response sets in cross-cultural research using structural equation modelling . Journal of Cross-Cultural Psychology , 31 ( 2 ) : 187 – 212 .
  • Cronin , J. and Taylor , S. 1992 . Measuring service quality: A re-examination and extension . Journal of Marketing , 56 ( 3 ) : 55 – 68 .
  • Crotts , J. and Erdmann , R. 2000 . Does national culture influence consumers' evaluation of travel services? A test of Hofstede's model of cross-cultural differences . Managing Service Quality , 10 ( 6 ) : 410 – 419 .
  • Dagwell , R. , Weber , R. and Kling , R. 1983 . Systems designer's user models: A comparative study and methodological critique . Communications of the ACM , 26 ( 11 ) : 987 – 997 .
  • Davis , F. D. , Bagozzi , R. P. and Warshaw , P. R. 1992 . Extrinsic and intrinsic motivation to use computers in the workplace . Journal of Applied Social Psychology , 22 ( 14 ) : 1111 – 1132 .
  • Donthu , N. and Yoo , B. 1998 . Cultural influences on service quality expectations . Journal of Service Research , 1 ( 2 ) : 178 – 186 .
  • Espinoza , M. M. 1999 . Assessing the cross-cultural applicability of a service quality measure . International Journal of Service Industry Management , 10 ( 5 ) : 449 – 468 .
  • Fischer , R. 2004 . Standardization to account for cross-cultural response bias. A classification of score adjustment procedures . Journal of Cross Cultural Psychology , 35 ( 3 ) : 263 – 282 .
  • Frontur. (2010). Retrieved from http://www.iet.tourspain.es/es-ES/estadisticas/frontur/Anuales/Movimientos%20Tur%C3%ADsticos%20en%20Fronteras%20(Frontur)%20y%20Encuesta%20de%20Gasto%20Tur%C3%ADstico%20(Egatur)%202011.pdf (http://www.iet.tourspain.es/es-ES/estadisticas/frontur/Anuales/Movimientos%20Tur%C3%ADsticos%20en%20Fronteras%20(Frontur)%20y%20Encuesta%20de%20Gasto%20Tur%C3%ADstico%20(Egatur)%202011.pdf)
  • Furrer , O. , Liu , B. and Sudharshan , D. 2000 . The relationship between culture and service quality perceptions: Basis for cross cultural market segmentation and resource allocation . Journal of Service Research , 2 ( 4 ) : 355 – 371 .
  • Gefen , D. and Straub , D. 2003 . Managing user trust in B2C e-services . E-Service Journal , 2 ( 2 ) : 7 – 24 .
  • Gefen , D. , Karahanna , E. and Straub , D. 2003 . Trust and TAM in online shopping: An integrated model . MIS Quarterly , 27 ( 1 ) : 51 – 90 .
  • Gong , W. 2009 . National culture and global diffusion of business to consumer e-commerce . Cross Cultural Management: An International Journal , 16 ( 1 ) : 83 – 101 .
  • Gounaris , S. , Dimitriadis , S. and Stathakopoulos , V. 2005 . Antecedents of perceived quality in the context of the Internet retail stores . Journal of Marketing Management , 21 : 669 – 700 .
  • Gremler , D. D. and Gwinner , K. P. 2000 . Customer-employee rapport in service relationships . Journal of Service Research , 3 ( 1 ) : 82 – 104 .
  • Heim , G. R. and Sinha , K. K. 2001 . Operational drivers of customer loyalty in electronic retailing: An empirical analysis of electronic food retailers . Manufacturing and Service Operations Management , 3 ( 2 ) : 264 – 271 .
  • Hernández , B. , Jiménez , J. and Martín , M. J. 2010 . Customer behavior in electronic commerce: The moderating effect of e-purchasing experience . Journal of Business Research , 63 : 964 – 971 .
  • Herzberg , F. , Mausner , B. and Snyderman , B. B. 1959 . The motivation to work , New York , NY : John Wiley & Sons .
  • Hofstede , G. 1980 . Culture consequences: International differences in work-related values , Beverly Hills , CA : Sage .
  • Hofstede , G. 1991 . Culture and organizations: Software on the mind , London , , United Kingdom : McGraw Hill .
  • Hofstede , G. 2001 . Culture's consequences , 2nd , Thousand Oaks , CA : Sage .
  • Hofstede , G. 2010 . Culture and organizations: Software on the mind , 3rd , London , , United Kingdom : McGraw Hill .
  • Hsieh , A. T. and Tsai , C. W. 2009 . Does national culture really matter? Hotel service perceptions by Taiwan and American tourists . International Journal of Culture, Tourist and Hospitality Research , 3 ( 1 ) : 54 – 69 .
  • IET. (2010). Movimientos turísticos en fronteras [Frontier tourist movement]. Retrieved from http://www.iet.tourspain.es/es-ES/estadisticas/familitur/Anuales/Informe%20anual%20de%20Familitur.%20A%C3%B1o%202010.pdf (http://www.iet.tourspain.es/es-ES/estadisticas/familitur/Anuales/Informe%20anual%20de%20Familitur.%20A%C3%B1o%202010.pdf)
  • Jones , D. , Mak , B. and Sim , J. 2007 . A new look at the antecedents and consequences of relationship quality in the hotel service environment . Services Marketing Quarterly , 28 ( 3 ) : 15 – 31 .
  • Jun , M. , Yang , Z. and Kim , D. 2004 . Customers´ perceptions of online retailing service quality and their satisfaction . International Journal of Quality and Reliability Management , 21 ( 8 ) : 817 – 840 .
  • Kim , C. and Peterson , D. 2003 . A comparison of the perceived importance of information systems development strategies by developers from the United States and Korea . Information Resources Management Journal , 16 ( 2 ) : 1 – 18 .
  • Kolman , L. K , G , Noorderhaven. N. , Hoftstede , G. and Dienes , E. 2003 . Cross-cultural differences in Central Europe . Journal of Managerial Psychology , 18 ( 3 ) : 123 – 34 .
  • Kueh , K. and Voon , H. B. 2007 . Culture and service quality expectations. Evidence from Generation Y consumers in Malaysia . Managing Service Quality , 17 ( 6 ) : 656 – 680 .
  • Kvist , A. and Klefsjö , B. 2006 . Which service quality dimensions are important in inbound tourism? A case study in a peripheral location . Managing Service Quality , 16 ( 5 ) : 520 – 537 .
  • Law , R. , Leung , K. and Wong , J. 2004 . The impact of the Internet on travel agencies . International Journal of Contemporary Hospitality Management , 16 ( 2 ) : 100 – 107 .
  • Lee , K. , Joshi , K. and Bae , M. 2009 . A cross-national comparison of the determinants of customer satisfaction with online stores . Journal of Global Information Technology Management , 12 ( 4 ) : 25 – 51 .
  • Lim , K. L. , Choon , L. S. and Matthew , K. L. 2004 . Is e-commerce boundary-less? Effects of individualism-collectivism and uncertainty avoidance on Internet shopping . Journal of International Business Studies , 35 ( 6 ) : 545 – 559 .
  • Lin , C. T. 2010 . Examining e-travel sites: An empirical study in Taiwan . Online Information Review , 34 ( 2 ) : 205 – 228 .
  • Liu , B. , Furrer , O. and Sudharshan , D. 2001 . The relationship between culture and behavioural intentions towards services . Journal of Services Research , 4 ( 2 ) : 118 – 129 .
  • Madu , C. N. and Madu , A. A. 2002 . Dimensions of e-quality . International Journal of Quality & Reliability Management , 19 ( 3 ) : 246 – 258 .
  • Mahmood , M. D. , Hall , L. and Swanberg , D. L. 2000 . Variables affecting information technology end-user satisfaction: A meta-analysis of the empirical literature . International Journal of Human-Computer Studies , 52 ( 4 ) : 751 – 771 .
  • Malhotra , N. , Ugaldo , F. , Agarwal , J. and Baalbaki , I. 1994 . International services marketing: A comparative evaluation of the dimensions of service quality in developed and developing countries . International Marketing Review , 11 ( 2 ) : 5 – 15 .
  • Mooij , D. M. 1998 . Global marketing and advertising: Understanding cultural paradoxes , Thousand Oaks , CA : Sage .
  • Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1985 . A conceptual model of service quality and its implication . Journal of Marketing , 49 : 41 – 50 .
  • Parasuraman , A. , Zeithaml , A. and Malhotra , A. 2005 . E-S-QUAL: A multiple-item scale for assessing electronic service quality . Journal of Service Research , 7 ( 10 ) : 1 – 21 .
  • Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1988 . A multiple-item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 ( 1 ) : 12 – 40 .
  • Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1994 . Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria . Journal of Retailing , 70 ( 3 ) : 201 – 231 .
  • Pizam , A. and Fleischer , A. 2005 . The relationship between cultural characteristics and preference for active versus passive tourist activities . Journal of Hospitality and Leisure Marketing , 12 ( 4 ) : 5 – 26 .
  • Rayport , J. F. and Sviokla , J. J. 1996 . Exploiting the virtual value chain . The McKinsey Quarterly , 1 : 20 – 36 .
  • Reisinger , Y. and Turner , L. 1998 . Cultural differences between Mandarin-speaking tourist and Australian hosts and their impact on cross-cultural tourist-host interaction . Journal of Business Research , 42 : 175 – 187 .
  • Reisinger , Y. and Turner , L. 2002 . Cultural differences between Asian tourist markets and Australian hosts, Part 1 . Journal of Travel Research , 40 : 295 – 315 .
  • Ruiz , M. E. , Gil , I. and Calderón , H. 2010 . The moderating role of age on the relationship between perceived value, retail and customer loyalty . Cuadernos de Economía y Dirección de la Empresa , 43 : 65 – 92 .
  • Santos , J. 2003 . E-service quality: A model of virtual service quality dimensions . Management Service Quality , 13 ( 3 ) : 233 – 246 .
  • Sindhuja , P. N. and Dastidar , S. G. 2009 . Impact of the factors influencing website usability on user satisfaction . The IUP Journal of Management Research , 8 ( 12 ) : 54 – 67 .
  • Straub , D. , Keil , W. , Brenner , M. and Walter , H. 1997 . Testing the technology acceptance model across cultures: A three country study . Information and Management , 33 : 1 – 11 .
  • Suárez , L. , Díaz , A. M. and Vázquez , R. 2007 . Relationship marketing and information and comunication technologies: Analysis of retail travel . Journal of Travel Research , 45 ( 4 ) : 453 – 463 .
  • Suki , N. and Suki , N. 2007 . Online buying innovativeness: Effects of perceived value, perceived risk and perceived enjoyment . International Journal of Business and Society , 8 ( 2 ) : 81 – 93 .
  • Szymansky , D. and Hise , R. 2000 . E-satisfaction: An initial examination . Journal of Retailing , 76 ( 3 ) : 309 – 322 .
  • Tam , J. L. M. 2004 . Customer satisfaction, service quality and perceived value: An integrative model . Journal of Marketing Management , 20 : 897 – 917 . 7–8
  • Tsaur , S.-H. , Lin , C.-T. I. and Wu , C.-S. 2005 . Cultural differences of service quality and behavioral intention in tourist hotels . Journal of Hospitality and Leisure Marketing , 13 ( 1 ) : 41 – 63 .
  • van de Vijver , F. and Leung , K. 2000 . Methodological issues in psychological research on culture . Journal of Cross-Cultural Psychology , 31 ( 1 ) : 33 – 51 .
  • Van Slyke , C. , Bélanger , F. and Sridhar , V. 2005 . A comparison of American and Indian consumers' perceptions of electronic commerce . Information Resources Management Journal , 18 ( 2 ) : 24 – 40 .
  • Vich-i-Martorell , G. 2003 . The Internet and tourism principals in the Balearic Island . Tourism and Hospitality Research , 5 ( 1 ) : 25 – 44 .
  • Voss , C. A. , Roth , A. V. , Rosenzweig , E. D. , Blackmon , K. and Chase , R. B. 2004 . A tale of two countries' conservatism, service quality, and feedback on customer . Journal of service Research , 6 ( 3 ) : 212 – 230 .
  • Wu , S. I. , Wei , P. L. and Chen , J.-H. 2008 . Influential factors and relational structure of Internet banner advertising in the tourism industry . Tourism Management , 29 : 221 – 236 .
  • Yeniyurt , S. and Townsend , J. 2003 . Does culture explain acceptance of new products in a country?: An empirical investigation . International Marketing Review , 20 ( 4 ) : 377 – 396 .
  • You , X. , O'Leary , J. , Morrison , A. and Hong , G. 2000 . A cross-cultural comparison of travel push and pull factors: United Kingdom and Japan . International Journal of Hospitality and Tourism Administration , 1 ( 2 ) : 1 – 26 .
  • Zeithaml , A. , Parasuraman , A. and Malhotra , A. 2000 . A conceptual framework for understanding e-service quality. Implications for future research and managerial practice , Cambridge , MA : Marketing Science Institute .
  • Zeithaml , A. , Parasuraman , A. and Malhotra , A. 2002 . Service quality delivery through web sites: A critical review of extant knowledge . Journal of Academy Marketing Science , 30 ( 2 ) : 362 – 376 .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.