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Tavares de Carvalho, P. & Reis, E. (2023). Understanding positive and negative Portuguese luxury hotels attributes from Japanese and Chinese customers. In Pedro Álvaro Pereira Correia, António Martins, Bruno Duarte Abreu Freitas, Conceição Matos, Ricardo Gouveia (Ed.), VII International Forum of Management – Madeira: Book of Proceedings. (pp. 266-279). Funchal: Universidade da Madeira.

P. M. Carvalho and E. D. Reis,  "Understanding positive and negative Portuguese luxury hotels attributes from Japanese and Chinese customers", in VII Int. Forum of Management – Madeira: Book of Proc., Pedro Álvaro Pereira Correia, António Martins, Bruno Duarte Abreu Freitas, Conceição Matos, Ricardo Gouveia, Ed., Funchal, Universidade da Madeira, 2023, pp. 266-279

@inproceedings{carvalho2023_1734883458205,
	author = "Tavares de Carvalho, P. and Reis, E.",
	title = "Understanding positive and negative Portuguese luxury hotels attributes from Japanese and Chinese customers",
	booktitle = "VII International Forum of Management – Madeira: Book of Proceedings",
	year = "2023",
	editor = "Pedro Álvaro Pereira Correia, António Martins, Bruno Duarte Abreu Freitas, Conceição Matos, Ricardo Gouveia",
	volume = "",
	number = "",
	series = "",
	pages = "266-279",
	publisher = "Universidade da Madeira",
	address = "Funchal",
	organization = "Universidade da Madeira",
	url = "http://hdl.handle.net/10400.13/5134"
}

TY  - CPAPER
TI  - Understanding positive and negative Portuguese luxury hotels attributes from Japanese and Chinese customers
T2  - VII International Forum of Management – Madeira: Book of Proceedings
AU  - Tavares de Carvalho, P.
AU  - Reis, E.
PY  - 2023
SP  - 266-279
CY  - Funchal
UR  - http://hdl.handle.net/10400.13/5134
AB  - Purpose –This study examines the service quality of luxury hotels operating in Lisbon,
identifying the factors behind Japanese and Chinese customers’ satisfaction.
Theoretical framework – Expectations of hotel hospitality are influenced by personal factors
(Ariffin and Maghzi, 2012). Compared with Western, Asian tourists prefer the basic and
practical aspects of service (Tsang and Ap, 2007). In Portugal, the Asian market has been seen
as predominantly Chinese, but Chinese and Japanese customers are pleased by different
attributes (Liu et al., 2017).
Methodology – Reviews of 1.354 hotel guests (538 Japanese; 816 Chinese) from
“booking.com” for Lisbon luxury hotels. Content analysis was applied to identify keywords
classified according to the Balanced Scorecard dimensions.
Findings – The study reveals common categories for hotels (positive and negative), falling into
six dimensions: location, facilities, room, breakfast, staff-service, finance. Chinese consider
more important location, room features, facilities, and price or value for money. Japanese put
more emphasis on staff-service, properly functioning equipment with clear instructions,
bathtub, and privacy.
Implications – Hotel managers and frontline employees must be aware of the influence
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. 
Originality – This study contributes to the understanding of differences in satisfaction and
dissatisfaction with hotel attributes between Japanese and Chinese customers, demonstrating
that hotels strategy should account for the customer country of origin and specific culture.
ER  -