World Hotels - Customer-focused adaptation in New York City hotels: exploring the perceptions of Japanese and Korean travelers [An article from: International Journal of Hospitality Management]

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Binding: Digital Format: HTML Label: Elsevier Manufacturer: Elsevier Publication Date: 2004-03-01 Publisher: Elsevier Studio: Elsevier
Editorial Reviews: This digital document is a journal article from International Journal of Hospitality Management, published by Elsevier in 2004. The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser. Description: Tourism providers must accommodate culturally based guest needs in order to tap into the increasingly lucrative market of international travelers. Although there have been several normative efforts to delineate the expectations of Japanese and Korean travelers to the United States, there is little or no research relating these guests' satisfaction with hotel efforts at customer-focused adaptations. Preliminary findings based on the small sample studied suggest that when compared to American-operated hotels, Japanese- and Korean-operated hotels, in general, make a greater effort to accommodate the needs of Japanese and Korean guests, respectively. Product specific adaptations such as providing menus, magazines and hotel directories in the guest's native language can make the difference in creating a satisfied traveler.