Koc, Erdogan,
Cross-cultural aspects of tourism and hospitality : a services marketing and management perspective / Erdogan Koc. - 1 online resource (xvi, 354 pages) : illustrations
"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"--
9781003018193 100301819X 9781000172065 1000172066 9781000172034 1000172031 9781000172003 1000172007
Tourism--Cross-cultural studies.
Tourism--Marketing--Cross-cultural studies.
Tourism--Management--Cross-cultural studies.
BUSINESS & ECONOMICS / Industries / Hospitality, Travel & Tourism
G155.A1 / K595 2021
910.68
Cross-cultural aspects of tourism and hospitality : a services marketing and management perspective / Erdogan Koc. - 1 online resource (xvi, 354 pages) : illustrations
"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"--
9781003018193 100301819X 9781000172065 1000172066 9781000172034 1000172031 9781000172003 1000172007
Tourism--Cross-cultural studies.
Tourism--Marketing--Cross-cultural studies.
Tourism--Management--Cross-cultural studies.
BUSINESS & ECONOMICS / Industries / Hospitality, Travel & Tourism
G155.A1 / K595 2021
910.68