TY - JOUR
T1 - Does a server's attentiveness matter? Understanding intercultural service encounters in restaurants
AU - Lee, Hye Eun
N1 - Publisher Copyright:
© 2015 Elsevier Ltd.
PY - 2015/9/1
Y1 - 2015/9/1
N2 - Interaction between customers and servers from different cultures provides an interesting case of intercultural communication. Although a server's attentive service on customers is common in full service dining restaurants, especially in the United States, this may not be preferable to customers from different cultures. Two studies examined cultural differences between Americans and Japanese customers on their preferences regarding U.S. restaurant servers' attentiveness and a moderating effect of culture on the relationship of server attentiveness with customer orientation, customer satisfaction and tip. A survey study (N = 975) and an experimental study (N = 145) found that server attentiveness had a positive effect on customer orientation, customer satisfaction and the amount of tip for Americans, but not Japanese customers. Implications and future directions were discussed.
AB - Interaction between customers and servers from different cultures provides an interesting case of intercultural communication. Although a server's attentive service on customers is common in full service dining restaurants, especially in the United States, this may not be preferable to customers from different cultures. Two studies examined cultural differences between Americans and Japanese customers on their preferences regarding U.S. restaurant servers' attentiveness and a moderating effect of culture on the relationship of server attentiveness with customer orientation, customer satisfaction and tip. A survey study (N = 975) and an experimental study (N = 145) found that server attentiveness had a positive effect on customer orientation, customer satisfaction and the amount of tip for Americans, but not Japanese customers. Implications and future directions were discussed.
KW - Customer orientation
KW - Customer satisfaction
KW - Intercultural service encounter
KW - Server attentiveness
KW - Tip
UR - http://www.scopus.com/inward/record.url?scp=84940508944&partnerID=8YFLogxK
U2 - 10.1016/j.ijhm.2015.08.003
DO - 10.1016/j.ijhm.2015.08.003
M3 - Article
AN - SCOPUS:84940508944
SN - 0278-4319
VL - 50
SP - 134
EP - 144
JO - International Journal of Hospitality Management
JF - International Journal of Hospitality Management
ER -