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Tavares de Carvalho, P. & Reis, E. (2023). Luxury hotels attributes: A comparative analysis of Japanese and Chinese customers perceptions. In Proceedings of the 3rd International Conference on Tourism Management and Hospitality. Oxford: Diamond Scientific Publishing.

P. M. Carvalho and E. D. Reis,  "Luxury hotels attributes: A comparative analysis of Japanese and Chinese customers perceptions", in Proc. of the 3rd Int. Conf. on Tourism Management and Hospitality, Oxford, Diamond Scientific Publishing, 2023

@inproceedings{carvalho2023_1730118392788,
	author = "Tavares de Carvalho, P. and Reis, E.",
	title = "Luxury hotels attributes: A comparative analysis of Japanese and Chinese customers perceptions",
	booktitle = "Proceedings of the 3rd International Conference on Tourism Management and Hospitality",
	year = "2023",
	editor = "",
	volume = "",
	number = "",
	series = "",
	publisher = "Diamond Scientific Publishing",
	address = "Oxford",
	organization = "",
	url = "https://www.dpublication.com/abstract-of-3rd-ictmh/22-6021/"
}

TY  - CPAPER
TI  - Luxury hotels attributes: A comparative analysis of Japanese and Chinese customers perceptions
T2  - Proceedings of the 3rd International Conference on Tourism Management and Hospitality
AU  - Tavares de Carvalho, P.
AU  - Reis, E.
PY  - 2023
CY  - Oxford
UR  - https://www.dpublication.com/abstract-of-3rd-ictmh/22-6021/
AB  - This study examines the attributes of luxury hotels operating in Portugal, identifying the 
factors behind the differences between Japanese and Chinese customers’ satisfaction. 
Expectations of hotel hospitality are influenced by cultural factors. Compared with Western, 
Asian tourists prefer the basic and practical aspects of service. In Portugal, the Asian market 
has been seen as predominantly Chinese, but Chinese and Japanese customers are pleased by 
different attributes. A mixed methods three-steps approach is used: literature review; 
“booking.com” content analysis of 1.354 Chinese and Japanese hotel guests’ comments; 
interviews to five top hospitality managers and experts. The study contributes to the 
understanding of Japanese culture and Japanese tourists´ satisfaction with hotel attributes. 
Significant differences of satisfaction with hotel attributes are found between Japanese and 
Chinese guests. The study proposes a strategic plan based on the four balance scorecard model 
dimensions (customer, processes and procedures, people development and finance) to direct 
and improve the Portuguese luxury hotel strategy to conquest and meet the expectations of 
Japanese tourists. Hotel managers and frontline employees must be aware of the influence of 
culture differences have on tourists’ perceptions and behaviour. Cross-cultural training is 
needed to identify specific attributes of service and relational service to answer guests’ needs 
and expectations and minimize dissatisfaction.   
ER  -