Research Commons
      • Browse 
        • Communities & Collections
        • Titles
        • Authors
        • By Issue Date
        • Subjects
        • Types
        • Series
      • Help 
        • About
        • Collection Policy
        • OA Mandate Guidelines
        • Guidelines FAQ
        • Contact Us
      • My Account 
        • Sign In
        • Register
      View Item 
      •   Research Commons
      • University of Waikato Theses
      • Higher Degree Theses
      • View Item
      •   Research Commons
      • University of Waikato Theses
      • Higher Degree Theses
      • View Item
      JavaScript is disabled for your browser. Some features of this site may not work without it.

      Hotel restaurant experiences - a Taiwanese perspective

      Tsai, Hsin-Yu Melissa
      Thumbnail
      Files
      thesis.pdf
      28.80Mb
      Citation
      Export citation
      Tsai, H.-Y. M. (2004). Hotel restaurant experiences - a Taiwanese perspective (Thesis, Doctor of Philosophy (PhD)). The University of Waikato, Hamilton, New Zealand. Retrieved from https://hdl.handle.net/10289/13694
      Permanent Research Commons link: https://hdl.handle.net/10289/13694
      Abstract
      This thesis examines hotel dining experiences from a Taiwanese perspective. Current conceptualisation and measurement of customer satisfaction and service quality have been generally developed within an American and European context where socio-demographic variables were used to examine both expectations and perceptions. It is argued that in cultures (e.g. Taiwanese) very different from that of the West, the applicability of current models of service quality is questionable. Therefore, this thesis looks at the customer evaluation of hotel dining within a Chinese cultural framework.

      A mix of qualitative and quantitative methods is utilised to 1) identify characteristics of hotel dining in a hotel complex in Taiwan, 2) determine dimensions of service excellence, 3) analyse perceptual differences between guests, waiting staff and restaurant management, 4) identify factors influencing the evaluation of restaurant services and 5) examine the influence of culture on hotel dining.

      The contribution of this thesis is the development of the customer satisfaction framework in the Taiwanese hospitality setting. The thesis concludes the evaluation of hotel restaurant experiences is operationalised within Chinese cultural norms. The findings also provide implications for developing service strategies for hospitality practitioners, as well as understanding Taiwanese customers' decision making process.
      Date
      2004
      Type
      Thesis
      Degree Name
      Doctor of Philosophy (PhD)
      Supervisors
      Ryan, Chris
      Lockyer, Tim
      Publisher
      The University of Waikato
      Rights
      All items in Research Commons are provided for private study and research purposes and are protected by copyright with all rights reserved unless otherwise indicated.
      Collections
      • Higher Degree Theses [1721]
      Show full item record  

      Usage

      Downloads, last 12 months
      29
       
       

      Usage Statistics

      For this itemFor all of Research Commons

      The University of Waikato - Te Whare Wānanga o WaikatoFeedback and RequestsCopyright and Legal Statement