Cross-cultural Customer Service in Recreation Management - Li, Chieh-Lu
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This book used cultural values to explain the similarities and differences of customer services among different ethnic groups. The author intended to describe recreation use patterns, trip profiles, and socio-demographic characteristics of an ethnically diverse sample of National Forest recreation visitors as well as to examine the relationships among different cultural backgrounds, perceived service quality, satisfaction, and related variables. Results suggested that managers need to understand and appreciate the ethnic differences in ways of experiencing and enjoying the outdoors, as well as…mehr

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Produktbeschreibung
This book used cultural values to explain the similarities and differences of customer services among different ethnic groups. The author intended to describe recreation use patterns, trip profiles, and socio-demographic characteristics of an ethnically diverse sample of National Forest recreation visitors as well as to examine the relationships among different cultural backgrounds, perceived service quality, satisfaction, and related variables. Results suggested that managers need to understand and appreciate the ethnic differences in ways of experiencing and enjoying the outdoors, as well as the impact of these differences on service quality, visitor satisfaction and behavioral intentions.
Autorenporträt
Chieh-Lu Li holds Master and Ph.D. from Purdue University and The Pennsylvania State University, respectively. He also did 3- year post-doctoral research at The University of Hong Kong. His research focuses on cross-cultural analysis of customer service in tourism and recreation, and human dimensions of natural and cultural resource mangement.