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dc.contributor.advisorRyan, Chris
dc.contributor.advisorLockyer, Tim
dc.contributor.authorTsai, Hsin-Yu Melissa
dc.date.accessioned2020-07-23T23:27:34Z
dc.date.available2020-07-23T23:27:34Z
dc.date.issued2004
dc.identifier.citationTsai, 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/10289/13694en
dc.identifier.urihttps://hdl.handle.net/10289/13694
dc.description.abstractThis 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.
dc.format.mimetypeapplication/pdf
dc.language.isoen
dc.publisherThe University of Waikato
dc.rightsAll items in Research Commons are provided for private study and research purposes and are protected by copyright with all rights reserved unless otherwise indicated.
dc.titleHotel restaurant experiences - a Taiwanese perspective
dc.typeThesis
thesis.degree.grantorThe University of Waikato
thesis.degree.levelDoctoral
thesis.degree.nameDoctor of Philosophy (PhD)
dc.date.updated2020-07-23T23:20:37Z
pubs.place-of-publicationHamilton, New Zealanden_NZ


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