Publicação
Uncertainty Avoidance on Customer Experience in Heritage Hotels: An Importance Performance Analysis
| Resumo: | Heritage tourism has experienced significant growth, increasingly appealing to travelers seeking authentic cultural experiences. However, customers’ tolerance for uncertainty avoidance (UA) influences their perception of heritage hotels’ performance. This study examines how customers from cultures with high and low UA evaluate heritage hotel attributes. Using Importance-Performance Analysis (IPA), we analyzed 15,064 TripAdvisor reviews from customers representing 97 nationalities to identify critical service attributes and their perceived importance. Findings revealed that cultural and entertainment experiences were consistently rated as highly important and well-performing across cultural groups. High UA customers prioritized staff service and amenities. Gastronomy received positive evaluations but was considered a low priority by both cultural groups. These insights highlight UA as a key determinant of customer perceptions of heritage hotels’ performance. Managers can use these findings to adapt their offers strategically, addressing the specific expectations of culturally diverse customer segments. |
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| Autores principais: | Parraga, Maytte Gabriela Diaz |
| Assunto: | Uncertainty Avoidance Heritage Hotels Hotel Performance Customer Experience Cultural Tourism SDG 8 - Decent work and economic growth SDG 11 - Sustainable cities and communities SDG 12 - Responsible production and consumption SDG 17 - Partnerships for the goals |
| Ano: | 2025 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso embargado |
| Instituição associada: | Universidade Nova de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório Institucional da UNL |
| Resumo: | Heritage tourism has experienced significant growth, increasingly appealing to travelers seeking authentic cultural experiences. However, customers’ tolerance for uncertainty avoidance (UA) influences their perception of heritage hotels’ performance. This study examines how customers from cultures with high and low UA evaluate heritage hotel attributes. Using Importance-Performance Analysis (IPA), we analyzed 15,064 TripAdvisor reviews from customers representing 97 nationalities to identify critical service attributes and their perceived importance. Findings revealed that cultural and entertainment experiences were consistently rated as highly important and well-performing across cultural groups. High UA customers prioritized staff service and amenities. Gastronomy received positive evaluations but was considered a low priority by both cultural groups. These insights highlight UA as a key determinant of customer perceptions of heritage hotels’ performance. Managers can use these findings to adapt their offers strategically, addressing the specific expectations of culturally diverse customer segments. |
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