Language constraints in hotel attributes and consumers' offendedness associated with behavioral intentions

Abstract

Purpose: To address critical research gaps in the extant literature, the present study develops a model that links language constraints in hotel attributes—core and facilitating––with consumers' offendedness (CO) and examines the consequent behavioral intentions of an offended consumer. For this purpose, it investigates (1) the role of language constraints in core and facilitating attributes in shaping CO, (2) how CO relates to adverse behavioral outcomes and (3) the moderating role of attribution of service failure (ASF) between language constraints and CO. Design/methodology/approach: The present research used convenience sampling and collected data from 398 inbound tourists in Beijing through a survey questionnaire. The study performs measurement and structural evaluation by employing Amos Graphics 24.0 and moderation analysis through IBM SPSS 25.0. Findings: The study examines language constraints in China's hospitality context, which restricts its generalizability. However, it serves as a better approach to examine the tourists who visit other Western hotels in China and unveils the factors contributing to CO. Research limitations/implications: The study examines language constraints in Chinese hotels, which restrict its generalizability. It serves as a better approach to examine the tourists who visit other Western hotels in China and unveils the factors contributing to CO. Originality/value: Few studies validate communication barriers in service encounters in hotel services and apprehend related outcomes. The present study takes a unique initiative in the context of China and examines the role of language constraints in core and facilitating hotel attributes in service encounters at Chinese hotels. This study informs the Chinese hotel industry and international destination firms to understand the language constraints in service encounters to further their strategies to overcome threats and tap potential opportunities.