Professional Documents
Culture Documents
Week4 LG
Week4 LG
BSHM – 29
Week 4 lg
• How does culture impact customer expectations in the hotel and tourism
industry? Provide examples from the article
Culture's Impact on Customer Expectations in the Hotel and Tourism Industry:
Culture significantly influences customer expectations in the hotel and tourism
industry. For instance:
• List down at least 5 typical behavior of people from north and south America
North America
Individualism: North Americans often value individual autonomy and personal
achievements.
Time-Conscious: Punctuality is generally important in North American culture.
Direct Communication: Communication is often straightforward and explicit.
Service Expectations: Guests may have high expectations for customer service
and amenities.
Tipping Culture: Tipping is a common practice in North America to show
appreciation for services.
South America
Collectivism: South Americans may place a strong emphasis on family and
community.
Relaxed Time Perception: Time is often viewed more flexibly in some South
American cultures.
Warm and Indirect Communication: Communication may involve warmth and
indirectness.
Appreciation for Hospitality: Guests may appreciate a personalized and
hospitable approach.
Cultural Celebrations: Some guests may seek opportunities to engage in local
cultural events and celebrations.
• List down the negative and positive hotel review made by north and south
America
References:
https://www.researchgate.net/publication/275241334_Differences_and_Similarities_in_Perceptio
ns_of_Hotel_Experience_The_Role_of_National_Cultures
https://www.youtube.com/watch?v=tLTCXNqjiE8
https://www.youtube.com/watch?v=1C3mrShTLTI
https://www.tripadvisor.com/