Spanish Travelers' Expectations of Service Encounters in Domestic and International Settings

Abstract

Despite the vast extant literature on customer satisfaction and cultural expectations, little attention has been paid to guests' linguistic expectations in interaction with receptionists. To help fill in this gap, this study examines 183 questionnaires that include guests' general expectations when communicating with receptionists in either their home country (Spain) or abroad, in order to understand whether there are stable expectations in relation to 1) attitude, 2) cultural values, and 3) language used. The results show that there are some expectations that vary depending on whether guests are either in their home country or abroad. These findings may not only help understand guests' specific preferences and expectations, but also their orientations towards either solidarity or deference.