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Article
Publication date: 7 March 2008

Rui Jin Hoare and Ken Butcher

The purpose of this study is to investigate the antecedent roles of the Chinese cultural values of “face” and “harmony” in influencing customer satisfaction/loyalty, and the…

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Abstract

Purpose

The purpose of this study is to investigate the antecedent roles of the Chinese cultural values of “face” and “harmony” in influencing customer satisfaction/loyalty, and the service quality dimensions that are most salient to the context of Chinese diners.

Design/methodology/approach

A self‐administered survey was conducted for a convenience sample of Chinese diners in Australia.

Findings

A factor analysis revealed three service quality dimensions: interaction quality, food appeal, and performance comparison. The results of a series of regression equations showed that both cultural factors and three quality dimensions are significantly and positively correlated to both customer satisfaction and customer loyalty. “Face” was shown to have an influence on customer satisfaction, while food appeal and performance comparison were found to influence both customer satisfaction and loyalty. Gender moderated the influence of both cultural values and quality on customer satisfaction and loyalty.

Research limitations/implications

A student sample limits generalisability of the findings to a wider population.

Practical implications

In addition to insights on restaurant market segmentation, ideas to enhance the service encounter experience for diners are offered.

Details

International Journal of Contemporary Hospitality Management, vol. 20 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

Available. Content available
Article
Publication date: 7 March 2008

Fevzi Okumus

649

Abstract

Details

International Journal of Contemporary Hospitality Management, vol. 20 no. 2
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 4 November 2020

Richard H. Macve

The paper reviews some theoretical approaches that have been adopted for understanding the drivers and achievements of the Chinese professional project and the challenges it faces…

433

Abstract

Purpose

The paper reviews some theoretical approaches that have been adopted for understanding the drivers and achievements of the Chinese professional project and the challenges it faces for the future, as a complement and a contrast to previous histories of China and to studies of other developing economies.

Design/methodology/approach

Based mainly on evaluating the information as obtained from the interviews in mainland China, in Hong Kong and in London reported by Macve (2020), complemented by other published histories.

Findings

China remains a paradox. Since the “reform and open” policy began in 1978 it has been transformed from one of the poorest countries to one of the economically most powerful in just some 40 years. However it remains (per capita) a “developing country”/”emerging economy” and ideologically a Communist country. While the accounting profession in the USA and UK has developed “from the bottom up” over more than a century and a half, the Chinese profession has effectively been created “from the top down” in under 25 years. The paper outlines alternative theorizations of the major stages in this achievement, in the context of the continuing rapid growth of China's economy and its stock markets, and of the overseas expansion of its manufacturing and increasingly service-oriented base.

Research limitations/implications

Space has restricted the analysis here to a general overview. Application of Gramsci's hegemony theory is argued to be inappropriate in the context of understanding China's professional project. Instead, this study is framed within the neo-institutional theory of “linked ecologies” originally developed to examine “Western” developments and extended to the emergence of glocalization, while offering a comparison with related theorization of Russia's post-Communist development. Further theoretical development outside the Western neo-liberal context is called for.

Originality/value

The paper demonstrates how accounting and auditing's development in this globally significant context has differed from that in other developing and transitional economies, reflecting in particular the proactive agency of the state. Given China's economic power, fuller understanding of the interrelated factors shaping its development is important for understanding the likely future shaping of the worldwide profession.

Details

Journal of Accounting in Emerging Economies, vol. 11 no. 1
Type: Research Article
ISSN: 2042-1168

Keywords

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