Cross-Cultural Aspects of Tourism and Hospitality offers a comprehensive guide to the influence of culture on customers as well as service providers, affecting both the demand and the supply sides of the industry - services marketing and consumer behaviour, management, organisational behaviour, and human resource management.
This book takes research-based approach, critically reviewing the findings of papers on cross-cultural aspects of tourism and hospitality and how these influence the attitudes and behaviours of the customer (e.g., a tourist or a guest), employee, and the manager. Individual chapters provide a diversified perspective to include intercultural competence and intercultural sensitivity, uncertainty avoidance and risk aversion, context in communication, power distance, indulgence and restraint, time orientation, gender egalitarianism, assertiveness, individualism and collectivism, performance orientation, and humane orientation. This new edition has been updated to include:
New content on technological advancements such as the impact of advanced technologies such as AI in general, the generative AI, and service robots, particularly in the context of service encounters and interactions in tourism and hospitality, together with cross-cultural aspects of sustainable tourism.
New international case studies throughout to show the application of theory.
New problem-solving tasks, chapter takeaways, and checkpoints in each chapter to aid understanding.
This will be essential reading for all students, lecturers, researchers and practitioners, and future managers in the fields of tourism and hospitality.
1.Introduction: international and global nature of tourism and hospitality. 2.Culture: a cross-cultural perspective. 3.Intercultural competence, intercultural sensitivity, and cultural intelligence. 4.Culture and context in communication. 5.The influence of indulgence and restraint on tourism and hospitality. 6.Power distance as a cultural variable. 7.Uncertainty avoidance as a cultural variable. 8.Masculinity versus femininity, gender egalitarianism, and assertiveness. 9.The influence of individualism and collectivism on tourism and hospitality. 10.Performance and humane orientation as cultural variables. 11.Time orientation as a cultural variable. 12.A review of Trompenaars and Hampden-Turners cultural dimensions. 13.Cross-cultural aspects of sustainability in tourism and hospitality. 14.Cross-cultural aspects of tourism and hospitality in Asia-Pacific region: East and Southeast Asia and Australia. 15.Conclusions.
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