Cross-Cultural Service Encounters in the Hospitality Industry and the Effect of Intercultural Sensitivity on Employee Performance

Abstract

Foreign visitors are such important contributors to the American economy that tourism officials are working hard to reassure them that the U.S. is still a safe place to visit. The significant increase in foreign visitors over the past decade caused U.S. scholars to pay more attention to the unique challenges of cross-cultural service encounters. This exploratory study adds to that trend by attempting to measure the effect of intercultural sensitivity on the performance of hospitality employees in cross-cultural service encounters. The results indicate that employees with high intercultural sensitivity scored significantly (p < .05) higher on measures of service attentiveness, revenue contribution, interpersonal skills, job satisfaction, and social satisfaction as they relate to cross-cultural encounters. There was no significant difference in scores for motivation-to-work, job tenure, and primary rewards (compensation, recognition, etc.).     

Analysis of Employee Performance during Cross-cultural Service Encounters at Luxury Hotels in Hawaii,London and Florida

Globalization has motivated managers and scholars in the tourism industry to focus more attention on the problems and characteristics of the cross-cultural service encounter. During these interactions, differing cultural norms and values often create misunderstanding and conflict, which can result in an unhappy customer, a frustrated service provider and lost business. Therefore, the focus of this study was to analyze the effect of intercultural sensitivity on tourism employee performance in cross-cultural service encounters in three similar, but distinct service-dependent markets: the Hawaiian Islands, Greater London (UK) and the state of Florida. The results indicate that tourism employees with high intercultural sensitivity generally scored significantly (p < 0.05) higher than employees with low intercultural sensitivity in terms of service attentiveness, revenue contribution, interpersonal skills, job satisfaction and social satisfaction as they relate to cross-cultural encounters. There was no significant difference in results for motivation to work, tenure (years at present organization) and primary rewards (compensation, recognition, etc.). Implications of the findings are discussed.     

Job Competency Expectations for Hospitality and Tourism Employees

ABSTRACT

This article presents the findings of a central Florida study of hospitality and tourism management practitioners. It reports the findings of practitioner perceptions of desired knowledge, skills, and attitudes. It further demonstrates the overall impressions of practitioners concerning levels of preparation for entry-level positions in the industry. Finally, the authors present conclusions and suggestions for central Florida collaborative initiatives aimed at improving the preparation of individuals from secondary and tertiary institutions for successful entry into hospitality and tourism industry employment.     

An Investigation of Professional Development Education for Tourism and Hospitality Employees Through University and Industry Cooperative Education Partnerships

ABSTRACT

Cooperative educational partnerships in Australia are innovative education partnerships where universities join with a business or industry association in a working relationship. The partners share resources to develop and provide undergraduate award-bearing professional development education courses for employees and association members. The aim of this research is to investigate the nature of outcomes that encourages tourism and hospitality organisations to encourage professional development education for their employees and members.

This research used a qualitative approach to understand and analyse five cooperative education partnerships operating in the School of Tourism and Hospitality Management, Southern Cross University, Lismore, Australia. The outcomes emerging for tourism and hospitality organisations include encouraging confidence and loyalty in employees and a strengthening industry commitment to further education. The university saw professional development education provided through cooperative education partnerships as becoming part of their core education activity. Communication difficulties between different organisation cultures appear to be a barrier to overcome.     

社会化视角下接待业服务机器人对顾客体验的影响研究

随着人工智能和自动化技术日渐普及,服务机器人被越来越多地引入旅游接待业,但其应用尚处于探索阶段。在已有文献和理论基础上,本文依据互联网、社交媒体中接待业顾客对服务机器人的评价信息,以及对接待业顾客和员工进行深度访谈的数据,分析顾客对机器人服务的感知及体验。研究发现:(1)对机器人服务的感知涉及工具、社会化两个属性,社会化属性对顾客的愉悦体验产生重要影响;(2)服务机器人通过提升服务和营造愉悦氛围两条路径改善顾客体验。在此基础上,本文构建了服务机器人影响顾客体验的概念模型。本文从社会化视角探讨服务机器人的顾客体验感知,对服务机器人设计、服务场景管理和体验设计具有启示意义。     

关于中国城市饭店产业评价的思考

中国饭店业的发展加深着人们对饭店业的认识。单体饭店在走向成熟的同时,也需要整个饭店行业的成熟。文章提出衡量一个区域或城市饭店业是否成熟,有这样几个标准：拥有一批好的饭店群体,城市(地区)饭店的结构合理,有自身特色,有标志性的饭店,与城市特点相协调,有健全的行业法规,成熟的投资动机,成熟的职业经理人队伍,有成熟的市场和成熟的消费者,有成熟的饭店衍生业以及成熟的行业自律组织。     

Service Recovery Readiness in Australian Hospitality and Leisure Operations

ABSTRACT

Hospitality and leisure operations across Australia have experienced phenomenal growth over the past few decades. This growth can be attributed to globalisation, deregulation, increased household disposable income, and technological advancements. As organisations continue to strive for a competitive edge, increased attention is given to consistency and reliability of service delivery. However, given the significant human element in the production and consumption of services, mistakes are inevitable (albeit not intentional). Service recovery is therefore a central ingredient in maintaining quality of service delivery. It facilitates customer satisfaction, increases loyalty and repeat patronage, and fosters positive word-of-mouth recommendation. The present paper develops an integrated model of the key concepts of service delivery-illustrating the importance of the relationships among service quality, empowerment, and service recovery. To obtain a better understanding of the importance that organisations place on service recovery, an exploratory study is presented. This consisted of interviews and questionnaires across selected hospitality and leisure operators in Australia. The findings show that service recovery is viewed as an important component of business practices. However, there are noticeable gaps-particularly in relation to organisational readirecovery.     

Staying with the ingroup or outgroup? A cross-country examination of international travelers’ home-sharing preferences

This paper examines the joint effect of host’s cultural identity (i.e., ingroup vs. outgroup), presence of a travel companion, and consumer’s country of origin on international travelers’ evaluations of home-sharing services. A quasi-experimental design was implemented to collect data from U.S. and Chinese consumers. Results indicate a significant three-way interaction: In a culturally different destination, Chinese consumers prefer home-sharing services provided by ingroup hosts whether traveling alone or with a companion, whereas American consumers only show ingroup preference if they travel alone; when traveling internationally with a travel companion, American consumers prefer home-sharing services provided by an outgroup host. Further, psychological closeness and perceived experience authenticity are found to be the mediators underlying international travelers’ home-sharing preferences. Findings of this study offer new insights to the research and management of sharing economy.     

The Effects of Local Hospitality,Commercial Hospitality and Experience Quality on Behavioral Intention in Cultural Heritage Tourism

The main aim of this study is to examine the influence of the two domains of hospitality—local hospitality and commercial hospitality—on behavioral intention in the cultural heritage tourism context. This study anticipated that the above relationships were mediated by the tourism experience quality. A total of 500 foreign tourists visiting the Malaysia’s first World Heritage City, Malacca City were surveyed using structured questionnaire. The results revealed that both local and commercial hospitality have positive relationships with experience quality, and experience quality fully mediated the relationships between each of the two domains of hospitality and behavioral intention.     

Does a server's attentiveness matter? Understanding intercultural service encounters in restaurants

Interaction between customers and servers from different cultures provides an interesting case of intercultural communication. Although a server's attentive service on customers is common in full service dining restaurants, especially in the United States, this may not be preferable to customers from different cultures. Two studies examined cultural differences between Americans and Japanese customers on their preferences regarding U.S. restaurant servers’ attentiveness and a moderating effect of culture on the relationship of server attentiveness with customer orientation, customer satisfaction and tip. A survey study (N = 975) and an experimental study (N = 145) found that server attentiveness had a positive effect on customer orientation, customer satisfaction and the amount of tip for Americans, but not Japanese customers. Implications and future directions were discussed.     

Intercultural sensitivity and tourism patterns among international students in Korea: using a latent profile analysis

The purpose of this study is to examine the intercultural sensitivity of international students in Korea based on Chen and Starosta’s [(2000). The development and validation of the intercultural communication sensitivity scale. Human Communication, 3, 1–15] intercultural sensitivity scale using a latent profile analysis and to discuss tourism patterns of each group segmented by intercultural sensitivity. According to the analysis, international students were classified by intercultural sensitivity with four groups: introverted observer, defensive bystander, favorable crowd, and veteran. Based on their characteristics and tourism patterns of each group, theoretical and practical implications were suggested. Considering the growing overseas education particularly in non-English-speaking countries and its significant influence on tourism, this study connected the multiple constructs in various fields such as intercultural contact, international student mobility, and tourism, providing a quintessential example of multidisciplinary research.     

基于胜任素质的饭店人力资源管理教学研究

胜任素质方法是人力资源管理中逐渐被认可的一种方法,其通过科学方法所提炼出的核心素质同样为高校的人才培养提供了依据。本文以胜任素质模型为主线,探讨饭店人力资源管理者的素质模型,结合国外先进经验,对我国高校饭店人力资源管理的教学实践进行探索。     

Influences of Campus Recruiting on Applicant Attraction to Hospitality Companies

ABSTRACT

Many hospitality companies use college recruiting to attract managers to work for them. This study expands on previous research to further investigate initial reaction to recruiter behavior, during campus interviews, as it relates to the pursuit of the job in regard to expectancy (of a job offer) and attractiveness of the job. The study findings confirmed that applicant perceptions of recruiter behaviors influence applicant attraction, particularly in regards to a perceived interest in candidate and professionalism. Given the highly competitive atmosphere for recruitment of qualified hospitality managers, this study could prove useful regarding attraction of potential hospitality managers.     

我国饭店人才链的失位与调整研究

伴随我国经济持续稳定的高速增长,饭店业迅速崛起,但在产业不断发展的同时,人才不足问题也显得日益严重,并越来越成为制约我国饭店业发展的关键因素.本文力图从人才链的失位与调整角度,研究人才缺失的原因,并探求改变现有饭店人才状况的调整策略.     

A Study of Occupational Stressors Perceived by Hospitality and Tourism Teachers in Taiwan's Vocational Schools

ABSTRACT

The purpose of this study was to investigate the potential occupational stressors for vocational school hospitality and tourism teachers in Taiwan. Data were collected via a questionnaire mailed to 649 hospitality and tourism teachers in 105 vocational schools. The response rate was 74 percent. Factor analysis was employed to identify the underlying dimensions of perceived occupational stressors, resulting in five factors: extra work besides teaching; teaching and counseling; academics and licenses; international and personal issues; and administration and contests. MANOVA and ANOVA tests were used to identify if there were differences in perceived occupational stressors by socio-demographic characteristics and organization-related attributes. The results indicated that sociodemographic characteristics and organization-related attributes played significant roles in perceived occupational stressors identified by vocational school hospitality and tourism teachers. Practical implications were suggested for vocational school hospitality and tourism teachers.     

影响饭店培训效果因素的实证分析

饭店培训理论研究者和实际工作者经常面临这样的困惑 :培训搞了不少 ,但实际效果却不理想。只有把培训过程内外的相关因素都考虑在内 ,我们才能全面地看待、思考和解决有关培训效果的问题。本文根据文献研究和实证研究结果 ,分析影响饭店培训效果的因素 ,比较诸因素对培训效果影响的差异。     

中国省域星级饭店业的优势特征及其形成机理

运用因子分析与综合评分分析相结合的方法,测算出我国各省区市饭店业综合实力的优势指数值.据此,可将我国省域星级饭店业划分为4种类型:发达型、较发达型、欠发达型、不发达型.从2000年到2004年优势指数值变化特征看,我国省域星级饭店业综合实力差异在缩小.从空间分布看,星级饭店业发展水平的分布规律是东部沿海地区大于中部地区大于西部地区.区域经济发展水平、旅游资源禀赋、区位、交通、区域产业政策与发展环境是影响星级饭店业发展水平的重要因素.最后,对我国星级饭店业的发展提出了一些建设性意见.     

The Use of Importance Performance Analysis in the Hospitality Industry

ABSTRACT

Increased demands placed by consumers, competition, and shrinking management teams has resulted in the need for hospitality professionals to use effective tools to improve the changing situation. The Importance Performance Analysis (IPA) was a tool first introduced by Martilla and James (1977) to assist professionals in evaluating the effectiveness of various agency issues and attributes. Hospitality researchers have used this technique in at least forty-two studies since then. The purpose of this study was to compare the use of IPA in hospitality related research and compare historical use of IPA to a recent study in a private club setting.     

The Past,Present, and Future of Hospitality and Tourism Higher Education in Hong Kong

SUMMARY

Hospitality and tourism management programmes are widely available in Hong Kong. At present, there is no official publication on the history and development of higher education in hospitality and tourism management in Hong Kong. This paper aims to review the history and current status of hospitality and tourism higher education in Hong Kong, focusing on the programmes offered at sub-degree, degree, and post-graduate degree levels, and to explore future directions for its development.