PropertyValue
?:abstract
  • 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... ()
?:appearsInJournal
?:citationCount
  • 11 ()
is ?:cites of
?:cites
?:created
  • 2016-06-24 ()
?:creator
?:doi
  • 10.1080/10941660802048340 ()
?:endingPage
  • 128 ()
?:estimatedCitationCount
  • 11 ()
is ?:hasCitedEntity of
is ?:hasCitingEntity of
?:hasDiscipline
?:hasURL
?:issueIdentifier
  • 2 ()
?:language
  • en ()
?:publicationDate
  • 2008-06-01 ()
?:publisher
  • Routledge ()
?:rank
  • 21999 ()
?:referenceCount
  • 23 ()
?:startingPage
  • 113 ()
?:title
  • Analysis of employee performance during cross-cultural service encounters at luxury hotels in Hawaii, London and Florida. ()
?:type
?:volume
  • 13 ()

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