Conceptualising the impact of culture and language upon hospitality service management

TABARI, Saloomeh, WILSON, Jonathan A.J. and INGRAM, Hadyn (2016). Conceptualising the impact of culture and language upon hospitality service management. Worldwide hospitality and tourism themes, 8 (1), 12-28.

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Official URL: https://www.emeraldinsight.com/doi/full/10.1108/WH...
Link to published version:: https://doi.org/10.1108/WHATT-10-2015-0037
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    Abstract

    Purpose–The purpose of this paper is to explore the nature and definitions of culture and its relationship to language and cultural sensitivity in hospitality management services. Design/methodology/approach–The paper takes the form of a critical literature review followed by a phenomenological exploratory pilot study, using template analysis. Findings– Previous studies indicate that the more individuals understand and embrace notions of intercultural sensitivity, then the better they become at being able to recognise and discriminate between cultural differences. Furthermore, as a by-product, there is an increased appetite and tendency towards adopting cultural perspectives other than ones' own. However, the operationalisation of this process encourages benchmarking along linear scales, which is problematic and over-simplifies the dynamic and fluid nature of effective …

    Item Type: Article
    Uncontrolled Keywords: Service delivery, Service management, Hospitality, Language, Intercultural communication, Template analysis
    Research Institute, Centre or Group - Does NOT include content added after October 2018: Sheffield Business School Research Institute > Service Sector Management
    Departments - Does NOT include content added after October 2018: Sheffield Business School > Department of Service Sector Management
    Identification Number: https://doi.org/10.1108/WHATT-10-2015-0037
    Page Range: 12-28
    Depositing User: Saloomeh Tabari
    Date Deposited: 05 Apr 2018 15:45
    Last Modified: 05 Apr 2018 15:45
    URI: http://shura.shu.ac.uk/id/eprint/19042

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