Exploring the role of cultural values, trust and empathy on satisfaction: Research on hotel customers
Hotels that serve customers having different cultural values should improve their service capabilities to achieve customer satisfaction. This study researches how empathy, trust and cultural values affect hotel customer satisfaction and looks at the combinations of these components that lead to high...
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| Format: | Article |
| Language: | English |
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Lodz University Press
2024-10-01
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| Series: | Tourism |
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| Online Access: | https://czasopisma.uni.lodz.pl/tourism/article/view/22751 |
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| _version_ | 1841525719682777088 |
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| author | Aybike Tuba Özden Olcay Özışık Yapıcı Mehdi Korjani |
| author_facet | Aybike Tuba Özden Olcay Özışık Yapıcı Mehdi Korjani |
| author_sort | Aybike Tuba Özden |
| collection | DOAJ |
| description | Hotels that serve customers having different cultural values should improve their service capabilities to achieve customer satisfaction. This study researches how empathy, trust and cultural values affect hotel customer satisfaction and looks at the combinations of these components that lead to high customer satisfaction. The current literature on Hofstede’s five-dimensional cultural values, cognitive and affective dimensions of empathy, trust and customer satisfaction were used to develop the research model and present recommendations. To ensure cultural diversity, a face-to-face survey was administered to 553 tourists from six countries. The data obtained were evaluated using partial least squares structural equation modelling and fuzzy set qualitative comparative analysis (fsQCA). According to the results, the effects of hotel customers’ empathy levels on their satisfaction occur through their trust in the business. The fsQCA revealed combinations of cultural values, empathy and trust that would generate high levels of satisfaction. The present study contributes to the relevant literature by addressing the relatively under-emphasized components that ensure that hotel customers are highly satisfied. |
| format | Article |
| id | doaj-art-9a6f7883e0f34266952a3bbae09abcbb |
| institution | Kabale University |
| issn | 0867-5856 2080-6922 |
| language | English |
| publishDate | 2024-10-01 |
| publisher | Lodz University Press |
| record_format | Article |
| series | Tourism |
| spelling | doaj-art-9a6f7883e0f34266952a3bbae09abcbb2025-01-17T07:06:02ZengLodz University PressTourism0867-58562080-69222024-10-0134213915410.18778/0867-5856.34.2.1023002Exploring the role of cultural values, trust and empathy on satisfaction: Research on hotel customersAybike Tuba Özden0https://orcid.org/0000-0002-3133-3620Olcay Özışık Yapıcı1https://orcid.org/0000-0002-5197-5313Mehdi Korjani2https://orcid.org/0000-0003-1876-6306Ondokuz Mayıs University (Samsun, Turkey), Department of Marketing and Advertising, Samsun Vocational SchoolOndokuz Mayıs University (Samsun, Turkey), Tourism Management Department, Faculty of TourismUniversity of Southern California (Los Angeles, USA), Ming Hsieh Department of Electrical Engineering, Signal and Image Processing InstituteHotels that serve customers having different cultural values should improve their service capabilities to achieve customer satisfaction. This study researches how empathy, trust and cultural values affect hotel customer satisfaction and looks at the combinations of these components that lead to high customer satisfaction. The current literature on Hofstede’s five-dimensional cultural values, cognitive and affective dimensions of empathy, trust and customer satisfaction were used to develop the research model and present recommendations. To ensure cultural diversity, a face-to-face survey was administered to 553 tourists from six countries. The data obtained were evaluated using partial least squares structural equation modelling and fuzzy set qualitative comparative analysis (fsQCA). According to the results, the effects of hotel customers’ empathy levels on their satisfaction occur through their trust in the business. The fsQCA revealed combinations of cultural values, empathy and trust that would generate high levels of satisfaction. The present study contributes to the relevant literature by addressing the relatively under-emphasized components that ensure that hotel customers are highly satisfied.https://czasopisma.uni.lodz.pl/tourism/article/view/22751customer satisfactioncustomer empathycultural valuestrustfuzzy set qualitative comparative analysisfsqca |
| spellingShingle | Aybike Tuba Özden Olcay Özışık Yapıcı Mehdi Korjani Exploring the role of cultural values, trust and empathy on satisfaction: Research on hotel customers Tourism customer satisfaction customer empathy cultural values trust fuzzy set qualitative comparative analysis fsqca |
| title | Exploring the role of cultural values, trust and empathy on satisfaction: Research on hotel customers |
| title_full | Exploring the role of cultural values, trust and empathy on satisfaction: Research on hotel customers |
| title_fullStr | Exploring the role of cultural values, trust and empathy on satisfaction: Research on hotel customers |
| title_full_unstemmed | Exploring the role of cultural values, trust and empathy on satisfaction: Research on hotel customers |
| title_short | Exploring the role of cultural values, trust and empathy on satisfaction: Research on hotel customers |
| title_sort | exploring the role of cultural values trust and empathy on satisfaction research on hotel customers |
| topic | customer satisfaction customer empathy cultural values trust fuzzy set qualitative comparative analysis fsqca |
| url | https://czasopisma.uni.lodz.pl/tourism/article/view/22751 |
| work_keys_str_mv | AT aybiketubaozden exploringtheroleofculturalvaluestrustandempathyonsatisfactionresearchonhotelcustomers AT olcayozısıkyapıcı exploringtheroleofculturalvaluestrustandempathyonsatisfactionresearchonhotelcustomers AT mehdikorjani exploringtheroleofculturalvaluestrustandempathyonsatisfactionresearchonhotelcustomers |