Senior Customer Satisfaction in Hospitality: Drivers and Challenges by Gender
Purpose. Population aging increased all around the world that has underlined the importance of senior tourism investigation in hospitality. However, the satisfaction of senior customers in hospitality are mostly presented by English-speaking researchers, and there is a significant gap in other countries such as Russia. The purpose of this paper is to gain insight into the satisfaction of the senior customers in the hospitality segment using such variables as age, gender, origin, accommodation preferences, trip duration, income, and type of the trip.
Measuring indirect importance of various attributes is a very common task in marketing analysis for which researchers use correlation and regression techniques. We have listed and illustrated some common problems with widely used latent importance measures. A more theoretically sound approach – the Shapley Value decomposition – was applied to a rich data set of US internet stores. The use of store-level data instead of respondent-level data allowed us to reveal the factors, which are powerful in explaining, why some stores have higher rates of willingness to make repeat purchases than the others. By confronting the indirect importance and performance measures for three different internet stores, we have revealed strengths, weaknesses, attributes that the company should bring customers’ attention to and attributes improvement of which is not of a high priority.
The culture of hospitality is seen as a cultural phenomenon. Relevant practices are analyzed.
Through the analysis if the association reaction of Russian and Japanese native speakers, the intensity of hospitability in the Russian and Japanese linguocultures is examined in the article. There are considered similarities and differences of perceiving the image of guest by the Russians and Japanese. The article demonstrates that the content of the semanteme "Guest" is not identical in the Russian and Japanese languages. In the conditions of active contacts between representatives of different cultures in our supersonic age, the comparative research of linguistic consciousness is an important contribution to the development of mutual understanding between representatives of different cultures, Russian and Japanese in this case. The dynamics of change of the image of guest in the Russian linguoculture is of great interest. It has been experiencing noticeable perturbations throughuot the recent decades. The application of psycholinguistic methods to achieve the mentioned aims is an uncommon and quite new phenomenon for comparing the Russian and Japanese linguocultures. The research has shown that in the Japanese linguoculture it is mainly women who extend hospitality, which reflects the traditional patriarchal practice of the Japanese society. Another conclusion is that the present-day Russians, who do no display any difference regarding the image of guest according to their gender factor, have become less hospitable as compared to the beginning of 1990s.