Tourists′ Perceptions of Service in Shops: : Japanese Tourists in Australia
International Journal of Retail & Distribution Management
ISSN: 0959-0552
Article publication date: 1 August 1994
Abstract
Presents the results of an exploratory study on Japanese tourists′ perceptions of service quality in Australian shops. Eight areas of service were examined: the shop assistants′ friendliness, politeness, information giving, helpfulness, concern about customers, ability to speak Japanese, ability to wrap goods, and financial exploitation. It was found that in four out of eight areas of service – information giving, helpfulness, concern about tourists′ needs and ability to speak the Japanese language‐there were significant differences between tourists′ pre‐travel expectations and post‐travel perceptions of service. Explores the implications of these findings for the retail sector and outlines recommendations.
Keywords
Citation
Reisinger, Y. and Waryszak, R.Z. (1994), "Tourists′ Perceptions of Service in Shops: : Japanese Tourists in Australia", International Journal of Retail & Distribution Management, Vol. 22 No. 5, pp. 20-28. https://doi.org/10.1108/09590559410067307
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited