Please use this identifier to cite or link to this item: http://hdl.handle.net/10198/19275
Title: The impact of the national culture on expectations of services: the case of sightseeing in Porto
Author: Oliveira, Fabiana Cristina Santos
Moutinho, Raquel Filipa do Amaral Chambre de Meneses Soares Basto
Correia, Ricardo
Keywords: National culture
Expectations
Customer satisfaction
Sightseeing
Issue Date: 2018
Publisher: International Business Information Management Association
Citation: Oliveira, Fabiana; Moutinho, Raquel; Correia, Ricardo (2018). The impact of the national culture on expectations of services: the case of sightseeing in Porto. In 31st International Business Information Management Association Conference. Milão. p. 2657-2666. ISBN 978-0-9998551-0-2
Abstract: The aim of this study is to analyse the impact of the national culture on expectations of services. With the increasing trend of globalization, it is crucial for managers to understand the main cultural differences across the world. If companies want to succeed and create satisfied customers, they must know what each one expects from the service. So, the goal is to determine if customers from different cultures have different expectations on the same service. The empirical case of this study is the international tourist service the Sightseeing, in Porto, Portugal. Five nationalities were selected - French, British, Spanish, German and Brazilian - and a mixed method research was adopted. The results obtained determined that different nationalities mean different expectations. This is useful to international services that want to create satisfied customers.
Peer review: yes
URI: http://hdl.handle.net/10198/19275
ISBN: 978-0-9998551-0-2
Appears in Collections:EsACT - Publicações em Proceedings Indexadas à WoS/Scopus

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