• 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 signif... ()
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  • 2016-06-24 ()
  • 10.1080/10941660802048340 ()
  • 128 ()
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  • 2 ()
  • en ()
  • 2008-06-01 ()
  • Routledge ()
  • 21999 ()
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  • 113 ()
  • Analysis of employee performance during cross-cultural service encounters at luxury hotels in Hawaii, London and Florida. ()
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