IngentaConnect Analysis of Employee Performance during Cross-cultural Service En...

Author: Sizoo, Steve¹

Source: Asia Pacific Journal of Tourism Research, Volume 13, Number 2, June 2008 , pp. 113-128(16)

Publisher: Routledge, part of the Taylor & Francis Group

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 significant difference in results for motivation to work, tenure (years at present organization) and primary rewards (compensation, recognition, etc.). Implications of the findings are discussed.

Keywords: service encounter; cross-cultural; intercultural sensitivity; consumer behavior; hospitality industry; service quality

Document Type: Research article

DOI: 10.1080/10941660802048340

Affiliations: 1: Eckerd College, St Petersburg, FL, USA

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Analysis of Employee Performance during Cross-cultural Service Encounters at Luxury Hotels in Hawaii, London and Florida