Factors Influencing Intercultural Sensitivity of Hospitality Employees |
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Authors: | Senay Yurur Cagatan Taskin Hakan Boz |
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Institution: | 1. Faculty of Economics and Administrative Sciences, Yalova University , Yalova, Turkey;2. Faculty of Economics and Administrative Science, Uludag University , Bursa, Turkey;3. School of Applied Sciences, Usak University , Usak, Turkey https://orcid.org/0000-0002-9905-8573 |
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Abstract: | ABSTRACT This study investigates the factors influencing the development of intercultural sensitivity among hospitality employees. The study particularly looks at the relationship between intercultural sensitivity levels of hospitality employees and their previous educational work experiences. Based on a survey (Intercultural Sensitivity Scale) scale with 443 hospitality employees overall means were calculated. Results of the analysis show that exposure to other cultures by participating previously in student exchange programs (e.g. ERASMUS), work and travel programs, and spending long periods of time abroad increased people’s intercultural sensitivity. Interestingly though, the study found that having formal tourism and hospitality education did not have any influence on the level of intercultural sensitivity of hospitality employees. |
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Keywords: | Intercultural sensitivity intercultural service encounters hospitality service encounter culture |
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