8/8/2019 A Major Influence on Customers Ratings or How They Perceive Service Failures for Events is Culture

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A major influence on customers ratings or how they perceive service failures for events is culture, as

argued by the authors.The purpose of the case study is to identify the characteristics and culture

that influences the Chines population. The authors believe that by being able to identify cultural

differences, the hospitality industry is able to reduce the affects on the service failure events.

A means to an end methodology is identified by the authors stating that it is weak and confusing ,

showing that is not only related to the methodology itself, but the methods that are used to study a

certain or particular universe. Cultural, sociological and ethical studies and theories were used as

references to support the article, as well as justice theories, but the arguments and the link-ages

between them were confusing when trying to go according to the study at hand.

A qualitative approach to conclude the study at hand was used to make a conclusion, but the

dimension and demography of the population studied was too big to be used as a sample. 70 people

from the chinese community is too small of a number to conclude an answer or a finding considering

the population of the chinese community. Even with a well number of people who are employed,

the attributes, consequences and values are not enough to explain or to be used as a qualitative

analysis. The authors carried out interviews with not all of the information needed and assisted by

their own assistance. However, no problems occurred even though with the biasness werent taken

into consideration, as well as the need of the questionnaire informed to the interviewees.

The descriptions used were not well argued as they only led to inductive reasoning, not a deductive

one, that was mentioned in the articles. The illustrated analysis explained was confusing as the

explanations were incomplete, as illustrated in Table 1. The implications were argued in a structured

and proficient manner that explained a reasoned interpretation of the collected data making it

easier to understand the variables in the interviews conducted. The authors made and effort of

explaining the Chinese civilisations influences and society which assisted in the understanding the

case study.

For the conclusion, the article mentioned constraints such as the sample size of the study, or the

used of various methodologies. In spite of the of the criticism, the article has mentioned steps to be

taken by the hospitality industry to improve the results and minimize the impact by service failure

events. The article gives way for more research on how to improvise and improve on the service

industry, especially with the increasing numbers of outbound tourism from China and the Asia

Pacific region.