Cultural Differences, Language Attitudes and Tourist Satisfaction: A Study in the Barcelona Hotel Sector

Autor/inn/en	de Carlos, Pablo; Alén, Elisa; Pérez-González, Ana; Figueroa, Beatriz
Titel	Cultural Differences, Language Attitudes and Tourist Satisfaction: A Study in the Barcelona Hotel Sector
Quelle	In: Journal of Multilingual and Multicultural Development, 40 (2019) 2, S.133-147 (15 Seiten)Infoseite zur Zeitschrift PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	0143-4632
DOI	10.1080/01434632.2018.1493114
Schlagwörter	Cultural Differences; Language Attitudes; Tourism; Hospitality Occupations; Content Analysis; Interdisciplinary Approach; Second Languages; Intercultural Communication; Web Sites; Evaluation; Foreign Countries; Language Usage; Native Language; Language Role; Italian; French; German; Portuguese; Housing; Spain (Barcelona) + Suchen Sie Ihr Suchwort? Kultureller Unterschied; Sprachverhalten; Tourismus; Gastgewerbegehilfe; Inhaltsanalyse; Fächerübergreifender Unterricht; Fächerverbindender Unterricht; Interdisziplinarität; Second language; Zweitsprache; Interkulturelle Kommunikation; Web-Design; Evaluierung; Ausland; Sprachgebrauch; Italienisch; Französisch; Deutscher; Portugiesischunterricht; Unterkunft
Abstract	In most service activities, customer satisfaction depends largely on the direct interaction with service providers. In the case of tourism, this interaction often occurs between people from different countries and whose mother tongues are different. In this context, concepts such as cultural proximity, linguistic accommodation, expectations and language attitudes enrich the analysis of tourist satisfaction. This study uses an interdisciplinary approach that integrates cultural and linguistic elements in the analysis of tourist evaluations in the hotel sector. In particular, the technique of Content Analysis is applied to comments made by hotel guests on Booking.com to determine the extent to which cultural differences, understood in terms of country of origin, influence two relevant aspects of the tourist destination experience: their language attitudes and level of satisfaction with the service received. The findings confirm that the country of origin influences guests' evaluations and the choice of the language in which the experience is assessed, and reveal that comments concerning language reflect this influence. In particular, linguistic experiences seem to be more important for tourists who emphasise the role of their mother tongue (Italians and French) than for tourists more open to the use of other languages (German and Portuguese). (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2020/1/01