TY - BOOK AU - Koc,Erdogan AU - TI - Cross-cultural aspects of tourism and hospitality: a services marketing and management perspective SN - 9781003018193 U1 - 910.68 23 PY - 2021/// CY - Abingdon, Oxon PB - Routledge, KW - Tourism KW - Cross-cultural studies KW - Marketing KW - Management N1 - Cover Half Title Title Page Copyright Page Table of contents Figures Table Preface Acknowledgements Chapter 1 Introduction: international and global nature of tourism and hospitality Introduction International and global nature of tourism and hospitality The dyadic influence of culture on tourism and hospitality services The dyadic perspective The rationale for the dyadic perspective The dyadic perspective and approach to business management The context: tourism and hospitality businesses and the stakeholders Tourism and hospitality businesses Lodging and accommodation businesses Food and beverage businesses Recreation businesses Travel and tourism businesses The stakeholders Customers of tourism and hospitality businesses Staff at tourism and hospitality businesses Suppliers and intermediaries Tourism authorities Related industries and businesses and the general public Conclusion Notes Recommended further reading References Chapter 2 Culture: a cross-cultural perspective Introduction Influence of culture The pre-purchase and consumption phase Purchase and consumption phase Post-purchase and consumption phase Culture Cross-cultural theories and dimensions Conclusion Recommended further reading References Chapter 3 Intercultural competence, intercultural sensitivity, and cultural intelligence Introduction The adjustment and adaptation of interaction and communication, mimicking and mirroring Adjustment and adaptation Mimicry and mirroring Emotions developed during tourism and hospitality service encounters Similarity-Attraction Theory Social Identity Theory Role Theory Intercultural competency, intercultural sensitivity and cultural intelligence Intercultural competency. Knowledge component The affective component Psychomotor features Contextual/Situational characteristics Intercultural sensitivity Conclusions Note Recommended further reading References Chapter 4 Culture and context in communication Introduction High- and low-context cultures Characteristics and implications of high- and low-context cultures Association Learning Interaction In-group collectivism Territoriality and space Conclusion Notes Recommended further reading References Chapter 5 The influence of indulgence and restraint on tourism and hospitality Introduction The concept of restraint and indulgence The relationship between restraint and indulgence and tourism and hospitality operations Marketing mix elements Service quality Service quality dimensions Emotional labour Customer participation in tourism and hospitality services Service orientation Conclusion Note Recommended further reading References Chapter 6 Power distance as a cultural variable Introduction The concept of power distance as a cultural variable The dyadic influence of power distance on tourism and hospitality operations Marketing mix elements Service quality Communication, interaction, and decision making Staff training Empowerment Conclusion Questions Research questions/ideas to pursue for researchers Notes Recommended further reading References Chapter 7 Uncertainty avoidance as a cultural variable Introduction The concept of uncertainty avoidance The influence of personal factors on uncertainty avoidance and attachment on uncertainty Uncertainty avoidance and tourism and hospitality The implications of uncertainty avoidance for marketing The implications of uncertainty avoidance for management. Risk and the concept of control Types of risk Concept of control Conclusion Questions Research questions/ideas to pursue for researchers Note Recommended further reading References Chapter 8 Masculinity versus femininity, gender egalitarianism, and assertiveness Introduction The concept of masculinity and femininity Assertiveness and egalitarianism The influence of masculinity and femininity, gender egalitarianism, and assertiveness on tourism and hospitality Marketing mix elements Service quality, service quality dimensions, and manager-subordinate relationships Service failures and service recovery Customer loyalty Conclusion Questions Research questions/ideas to pursue for researchers Recommended further reading References Chapter 9 The influence of individualism and collectivism on tourism and hospitality Introduction The concept of individualism and collectivism The implications of individualism and collectivism for tourism and hospitality Marketing mix elements Service quality dimensions Service failures, attribution, and complaint behaviour Service recovery, attribution, and justice Customer loyalty and risk Conclusion Questions Research questions/ideas to pursue for researchers Recommended further reading References Chapter 10 Performance and humane orientation as cultural variables Introduction The concepts of performance orientation and humane orientation The implications of performance orientation and humane orientation for tourism and hospitality Marketing mix Service quality Organisational behaviour Conclusion Questions Research questions/ideas to pursue for researchers Recommended further reading References Chapter 11 Time orientation as a cultural variable Introduction. The concept of time orientation Time orientation and tourism and hospitality marketing and management Organisational behaviour Implications of temporality for tourism and hospitality Marketing mix elements Service quality, service failures, service recovery, complaints, and loyalty Conclusion Questions Research questions/ideas to pursue for researchers Recommended further reading References Chapter 12 A review of Trompenaars and Hampden-Turner's cultural dimensions Introduction Characteristics of societies according to Trompenaars and Hampden-Turner's framework Universalism versus particularism Individualism vs communitarianism (collectivism) Neutrality versus affective neutrality Specific versus diffuse Achievement versus ascription Sequential time versus synchronous time Internal versus external control Conclusion Questions Research questions/ideas to pursue for researchers Recommended further reading References Chapter 13 Conclusions Introduction The need for and the benefits of the dyadic perspective Marketing and consumer behaviour perspective Marketing mix Organisational behaviour, HRM, and management perspective How to use cross-cultural dimensions and conclusions Questions Research questions/ideas to pursue for researchers Recommended further reading References Index ; Access restricted to subscribing institutions N2 - "Cross-Cultural Aspects of Tourism and Hospitality is the first textbook to offer students a guide to the influence of culture on service providers as well as its influence on customers, affecting both the supply and demand sides of the industry - organisational behaviour and human resource management, and marketing and consumer behaviour. Given the demand for delivering superior customer value, understanding different cultures from both host and guest sides of tourism and hospitality and the impact of culture on these international industries is an essential part of all students' learning. This book takes a research-based approach critically reviewing seminal cultural theories and evaluating how these influence employee and customer behaviour in service encounters, marketing, and management processes and activities. Individual chapters cover a diverse range of cultural aspects including; intercultural competence and intercultural sensitivity, uncertainty and risk avoidance, context in communication, power distance, indulgence and restraint, time orientation, gender, assertiveness, individualism and collectivism, performance orientation and human orientation. This book integrates international case studies throughout to show the application of theory, includes self-test questions, activities, further reading and a set of PowerPoint slides to accompany each chapter. This will be essential reading for all students and future managers in the fields of Tourism and Hospitality"-- UR - https://ezproxy.lib.gla.ac.uk/login?url=https://www.taylorfrancis.com/books/9781003018193 ER -