Service perception: A quantitative analysis of Norwegian service providers perception of international tourists

Abstract

Current research from a service management perspective has been set to analyze tourists’ perceptions of quality and the importance of service received by service providers. However, service providers’ perception of tourists has yet to receive the same amount of attention. On these grounds, one can imply the inadequate attention on service providers’ perception of tourists.

This research is primarily focused on the service providers´ interactions with international tourists as these encounters are cultivating a variety of attitudes, aiming to see how service providers´ perception of themselves correlate with their perception of international tourists. The results show that service providers whom perceive themselves as generally positive tourists also perceive international tourists in a positive manner. Furthermore, service providers with high self-efficacy see themselves as particular positive tourists in addition to holding a positive perception of international tourists.

The primary challenge which followed this study was the shortage of previous scholarly work. Most studies that exist involves tourist’s perception of their host country’s service providers. Thus, a lack of scholarly work detailing the service providers analysis of the situation. This research contributes with a major step on enlightenment of the values in the Norwegian tourism industry. The research shown in this thesis portray an image of a previously non-represented minority that is influencing the values of Norwegian tourism. This research delivers a pure illustration of this group which is influential to the visitors in tourism destinations.