Intercultural Service Encounters

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Intercultural Service Encounters

Author : Piyush Sharma
Publisher : Springer
ISBN 13 : 3319919415
Total Pages : 101 pages
Book Rating : 4.3/5 (199 download)

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Book Synopsis Intercultural Service Encounters by : Piyush Sharma

Download or read book Intercultural Service Encounters written by Piyush Sharma and published by Springer. This book was released on 2018-06-19 with total page 101 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book investigates intercultural service encounters (ICSEs) in light of the rapidly globalizing world economy, examining the extant literature on the topic and identifying areas which require further exploration. With a focus on intercultural communication and competence, the author analyses diverse conceptual frameworks, providing theoretical models and practical initiatives for those working within the services marketing industry. An excellent resource for anyone interested in how culture shapes customer and employee expectations and perceptions, this book addresses the potential implications and limitations of future models.

The Language of Service Encounters

Author : J. César Félix-Brasdefer
Publisher : Cambridge University Press
ISBN 13 : 1107035821
Total Pages : 295 pages
Book Rating : 4.1/5 (7 download)

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Book Synopsis The Language of Service Encounters by : J. César Félix-Brasdefer

Download or read book The Language of Service Encounters written by J. César Félix-Brasdefer and published by Cambridge University Press. This book was released on 2015-04-30 with total page 295 pages. Available in PDF, EPUB and Kindle. Book excerpt: A comprehensive account of face-to-face interactions in commercial and non-commercial service encounter settings.

Service Encounters in Tourism, Events and Hospitality

Author : Miriam Firth
Publisher : Channel View Publications
ISBN 13 : 1845417291
Total Pages : 292 pages
Book Rating : 4.8/5 (454 download)

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Book Synopsis Service Encounters in Tourism, Events and Hospitality by : Miriam Firth

Download or read book Service Encounters in Tourism, Events and Hospitality written by Miriam Firth and published by Channel View Publications. This book was released on 2020-01-30 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book offers insights into the demands made on staff in service encounters in tourism, events and hospitality roles. Using data from research completed in these industries, it hinges upon storied incidents offered by workers about which the reader can reflect and apply theoretical knowledge. A key feature of this volume is that it focuses on staff perspectives and perceptions of service encounters and delivery rather than on customer or management perspectives. This will provide students, lecturers, management and customers with fresh and clear understandings of the demands made on staff, but also the perspectives from which the demands are seen. The chapters clarify to students how to apply academic knowledge within customer service contexts and include learning objectives, questions and summaries.

The Service Encounter

Author : John A. Czepiel
Publisher : Free Press
ISBN 13 :
Total Pages : 360 pages
Book Rating : 4.:/5 (321 download)

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Book Synopsis The Service Encounter by : John A. Czepiel

Download or read book The Service Encounter written by John A. Czepiel and published by Free Press. This book was released on 1985 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Negotiating Cultural Encounters

Author : Han Yu
Publisher : John Wiley & Sons
ISBN 13 : 111850481X
Total Pages : 336 pages
Book Rating : 4.1/5 (185 download)

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Book Synopsis Negotiating Cultural Encounters by : Han Yu

Download or read book Negotiating Cultural Encounters written by Han Yu and published by John Wiley & Sons. This book was released on 2013-03-05 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discusses the challenges of intercultural communication in engineering, technical, and related professional fields Given today's globalized technical and engineering environment, intercultural communication is an essential topic for engineers, other technical professionals, and technical communicators to learn. Engineering programs, in particular, need to think about how to address the ABET requirement for students to develop global competence and communication skills. This book will help readers learn what intercultural communication is like in the workplace which is an important first step in gaining intercultural competence. Through narratives based on the real experiences of working professionals, Negotiating Cultural Encounters: Narrating Intercultural Engineering and Technical Communication covers a range of design, development, research, and documentation projects offering an authentic picture of today's international workplace. Narrative contributors present firsthand experience and perspectives on the complexities and challenges of working with multicultural team members, international vendors, and diverse customers; additional suggested readings and discussion questions provide students with information on relevant cultural factors and invite them to think deeply and critically about the narratives. This collection of narratives: Responds to the need for updated firsthand information in intercultural communication and will help us prepare workplace professionals Covers various topics such as designing e-commerce websites, localizing technical documentation, and translating workplace safety materials Provides hands-on studies of intercultural professional communication in the workplace Is targeted toward institutions that train engineers for technical communication tasks in diverse sociocultural environments Presents contributions from a diverse group of professionals Recommends additional material for further pursuit A book unlike any other in its field, Negotiating Cultural Encounters is ideal for all engineering and technical communication professionals seeking to better communicate their ideas and thoughts in the multicultural workplaces of the world.

Cross-Cultural Aspects of Tourism and Hospitality

Author : Erdogan Koc
Publisher : Routledge
ISBN 13 : 1000172066
Total Pages : 351 pages
Book Rating : 4.0/5 (1 download)

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Book Synopsis Cross-Cultural Aspects of Tourism and Hospitality by : Erdogan Koc

Download or read book Cross-Cultural Aspects of Tourism and Hospitality written by Erdogan Koc and published by Routledge. This book was released on 2020-09-03 with total page 351 pages. Available in PDF, EPUB and Kindle. Book excerpt: Cross-Cultural Aspects of Tourism and Hospitality is the first textbook to offer students, lecturers, researchers and practitioners a comprehensive guide to the influence of culture on service providers as well as on customers, affecting both the supply and the demand sides of the industry – organisational behaviour, and human resource management, and marketing and consumer behaviour. Given the need for delivering superior customer value, understanding different cultures from both demand and supply sides of tourism and hospitality and the impact of culture on these international industries is an essential part of all students’ and practitioners’ learning and development. 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 humane 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, lecturers, researchers and practitioners and future managers in the fields of Tourism and Hospitality.

The Intercultural City

Author : Charles Landry
Publisher : Earthscan
ISBN 13 : 1849773084
Total Pages : 383 pages
Book Rating : 4.8/5 (497 download)

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Book Synopsis The Intercultural City by : Charles Landry

Download or read book The Intercultural City written by Charles Landry and published by Earthscan. This book was released on 2012 with total page 383 pages. Available in PDF, EPUB and Kindle. Book excerpt: In a world of increasing mobility, how people of different cultures live together is a key issue of our age, especially for those responsible for planning and running cities. New thinking is needed on how diverse communities can cooperate in productive harmony instead of leading parallel or antagonistic lives. Policy is often dominated by mitigating the perceived negative effects of diversity, and little thought is given to how a ?diversity dividend? or increased innovative capacity might be achieved. The Intercultural City, based on numerous case studies worldwide, analyses the links between urban change and cultural diversity. It draws on original research in the US, Europe, Australasia and the UK. It critiques past and current policy and introduces new conceptual frameworks. It provides significant and practical advice for readers, with new insights and tools for practitioners such as the ?intercultural lens?, ?indicators of openness?, ?urban cultural literacy? and ?ten steps to an Intercultural City'. Published with Comedia.

A Research Agenda for Service Marketing

Author : Olivier Furrer
Publisher : Edward Elgar Publishing
ISBN 13 : 1803923172
Total Pages : 403 pages
Book Rating : 4.8/5 (39 download)

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Book Synopsis A Research Agenda for Service Marketing by : Olivier Furrer

Download or read book A Research Agenda for Service Marketing written by Olivier Furrer and published by Edward Elgar Publishing. This book was released on 2024-02-12 with total page 403 pages. Available in PDF, EPUB and Kindle. Book excerpt: This ground-breaking Research Agenda provides unique insight into the evolution and development of service marketing. Expert contributors present an in-depth overview of the current state of the field, and critically analyse the diverse range of future directions available to researchers.

The SAGE Handbook of Intercultural Competence

Author : Darla K. Deardorff
Publisher : SAGE
ISBN 13 : 1412960452
Total Pages : 560 pages
Book Rating : 4.4/5 (129 download)

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Book Synopsis The SAGE Handbook of Intercultural Competence by : Darla K. Deardorff

Download or read book The SAGE Handbook of Intercultural Competence written by Darla K. Deardorff and published by SAGE. This book was released on 2009-08-31 with total page 560 pages. Available in PDF, EPUB and Kindle. Book excerpt: Containing chapters by some of the world's leading experts and scholars on the subject, this book provides a broad context for intercultural competence. Including the latest research on intercultural models and theories, it presents guidance on assessing intercultural competence through the exploration of key assessment principles.

Beyond Boundaries

Author : Michelle Ying Ling Huang
Publisher : Cambridge Scholars Publishing
ISBN 13 : 1443839361
Total Pages : 260 pages
Book Rating : 4.4/5 (438 download)

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Book Synopsis Beyond Boundaries by : Michelle Ying Ling Huang

Download or read book Beyond Boundaries written by Michelle Ying Ling Huang and published by Cambridge Scholars Publishing. This book was released on 2012-04-25 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: Beyond Boundaries: East and West Cross-Cultural Encounters is a collection of essays which span several countries, centuries and disciplines in their exploration of East-West cultural exchanges and interactions. The chapters are arranged in chronological and thematic order, and encompass the cutting edge research of a diverse group of international scholars. The subjects range from archaeology, art history and photography, to conservation, sociology and cultural studies, with cross-disciplinary examples of classical, modern and contemporary periods. The book seeks to inspire new ideas and stimulate further scholarly debate on the convergence, dissimilarities and mutual influences of the visual arts and material culture of Asia, the Middle East, Europe and the United States. The volume will be of interest to scholars and students working in the fields of art and cultural history as well as intercultural studies. It will be equally useful to collectors, artists and curators of global art and world cultures.

Service Failures and Recovery in Tourism and Hospitality

Author : Erdogan Koc
Publisher : CABI
ISBN 13 : 1786390671
Total Pages : 244 pages
Book Rating : 4.7/5 (863 download)

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Book Synopsis Service Failures and Recovery in Tourism and Hospitality by : Erdogan Koc

Download or read book Service Failures and Recovery in Tourism and Hospitality written by Erdogan Koc and published by CABI. This book was released on 2017-10-20 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tourism and hospitality services are highly prone to service-failure due to a high level of customer-employee contact and the inseparable, intangible, heterogeneous and perishable nature of these services. Service Failures and Recovery in Tourism and Hospitality, with its extensive coverage of the literature, presents an invaluable source of information for academics, students, researchers and practitioners. In addition to its extensive coverage of the literature in terms of recent research published in top tier journals, chapters in the book contain student aids, real-life examples, case studies, links to websites and activities alongside discussion questions and presentation slides for in-class use by teaching staff. This book is enhanced with supplementary resources. The customizable lecture slides can be found at: www.cabi.org/openresources/90677

The Routledge Handbook of Service Research Insights and Ideas

Author : Eileen Bridges
Publisher : Routledge
ISBN 13 : 1351245228
Total Pages : 520 pages
Book Rating : 4.3/5 (512 download)

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Book Synopsis The Routledge Handbook of Service Research Insights and Ideas by : Eileen Bridges

Download or read book The Routledge Handbook of Service Research Insights and Ideas written by Eileen Bridges and published by Routledge. This book was released on 2020-04-02 with total page 520 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Routledge Handbook of Service Research Insights and Ideas offers authoritative coverage of current scholarship in the expanding discipline of service research. Original chapters from the world’s leading specialists in the discipline explore foundations and innovations in services, highlighting important issues relating to service providers, customers, and service design. The volume goes beyond previous publications by drawing together material from different functional areas, including marketing, human resource management, and service process design and operations. These topics are important in helping readers become knowledgeable about how different functional areas interact to create a successful customer experience. This book is ideal as a first port of call for postgraduate students desiring to get up to speed quickly in the services discipline. It is also a must-read for academics new to services who want to access cutting-edge research.

The Global Intercultural Communication Reader

Author : Molefi Kete Asante
Publisher : Routledge
ISBN 13 : 1135048711
Total Pages : 600 pages
Book Rating : 4.1/5 (35 download)

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Book Synopsis The Global Intercultural Communication Reader by : Molefi Kete Asante

Download or read book The Global Intercultural Communication Reader written by Molefi Kete Asante and published by Routledge. This book was released on 2013-06-26 with total page 600 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Global Intercultural Communication Reader is the first anthology to take a distinctly non-Eurocentric approach to the study of culture and communication. In this expanded second edition, editors Molefi Kete Asante, Yoshitaka Miike, and Jing Yin bring together thirty-two essential readings for students of cross-cultural, intercultural, and international communication. This stand-out collection aims to broaden and deepen the scope of the field by placing an emphasis on diversity, including work from authors across the globe examining the processes and politics of intercultural communication from critical, historical, and indigenous perspectives. The collection covers a wide range of topics: the emergence and evolution of the field; issues and challenges in cross-cultural and intercultural inquiry; cultural wisdom and communication practices in context; identity and intercultural competence in a multicultural society; the effects of globalization; and ethical considerations. Many readings first appeared outside the mainstream Western academy and offer diverse theoretical lenses on culture and communication practices in the world community. Organized into five themed sections for easy classroom use, The Global Intercultural Communication Reader includes a detailed bibliography that will be a crucial resource for today's students of intercultural communication.

Effective Intercultural Communication (Encountering Mission)

Author : A. Scott Moreau
Publisher : Baker Academic
ISBN 13 : 1441245936
Total Pages : 412 pages
Book Rating : 4.4/5 (412 download)

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Book Synopsis Effective Intercultural Communication (Encountering Mission) by : A. Scott Moreau

Download or read book Effective Intercultural Communication (Encountering Mission) written by A. Scott Moreau and published by Baker Academic. This book was released on 2014-10-14 with total page 412 pages. Available in PDF, EPUB and Kindle. Book excerpt: With the development of instantaneous global communication, it is vital to communicate effectively across cultural boundaries. This addition to the acclaimed Encountering Mission series is designed to offer contemporary intercultural communication insights to mission students and practitioners. Authored by leading missionary scholars with significant intercultural experience, the book explores the cultural values that show up in intercultural communication and examines how we can communicate effectively in a new cultural setting. Features such as case studies, tables, figures, and sidebars are included, making the book useful for classrooms.

Hidden Treasures and Intercultural Encounters. 2. Auflage

Author : Dietmar W. Winkler
Publisher : LIT Verlag Münster
ISBN 13 : 3643500459
Total Pages : 399 pages
Book Rating : 4.6/5 (435 download)

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Book Synopsis Hidden Treasures and Intercultural Encounters. 2. Auflage by : Dietmar W. Winkler

Download or read book Hidden Treasures and Intercultural Encounters. 2. Auflage written by Dietmar W. Winkler and published by LIT Verlag Münster. This book was released on 2009 with total page 399 pages. Available in PDF, EPUB and Kindle. Book excerpt: East Syriac Christianity spread outside the Roman Empire as a result of the missions carried out by the "Church of the East", formerly known as "Nestorian Church". This volume contains the most recent cutting edge research on this very Church in China and Central Asia. World-renowned scholars from universities and institutions in China, India, Europe and North America contributed to the study of this fascinating chapter of the history of Christianity. They come from various disciplines such as Religious and Ecclesiastical History, Philology (Sinology, Syrology), Archeology, Theology, and Central Asiatic Studies.

Intercultural Differences of Customer Emotions in Service Encounters

Author : Pirmin Seßler
Publisher : GRIN Verlag
ISBN 13 : 3640424735
Total Pages : 81 pages
Book Rating : 4.6/5 (44 download)

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Book Synopsis Intercultural Differences of Customer Emotions in Service Encounters by : Pirmin Seßler

Download or read book Intercultural Differences of Customer Emotions in Service Encounters written by Pirmin Seßler and published by GRIN Verlag. This book was released on 2009-09 with total page 81 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bachelor Thesis from the year 2009 in the subject Business economics - Miscellaneous, grade: 1,3, Catholic University Eichstätt-Ingolstadt, language: English, abstract: The thesis is structured as follows: In a first step, the basics of services marketing are presented and the distinguished characteristics of services are addressed. Consequently, service encounters are introduced as the first building block of this thesis. In addition, the fundamentals of emotions and culture are outlined. Subsequently, chapter 3 deals with the relevance of emotions and culture in service encounters. In the following, the interplay between culture and emotion is brought to the fore by presenting the three main approaches concerning this matter. Subsequently, the perspective is narrowed down on the cultural dimension of Individualism/Collectivism and its influence on emotions (chapter 4). The compiled results from this approach are then employed to deduce implications for the management of services in general and concrete consequences for service staff in particular (chapter 5). Ultimately, main findings are summarized, an outlook is given and suggestions for further research opportunities into this domain are suggested.

Culture and the Clinical Encounter

Author : Rena C. Gropper
Publisher : Nicholas Brealey Publishing
ISBN 13 :
Total Pages : 192 pages
Book Rating : 4.3/5 (91 download)

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Book Synopsis Culture and the Clinical Encounter by : Rena C. Gropper

Download or read book Culture and the Clinical Encounter written by Rena C. Gropper and published by Nicholas Brealey Publishing. This book was released on 1996 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt: How can health professionals best serve their multicultural patients? What are the best ways to communicate and avoid misunderstanding? In her book Culture and the Clinical Encounter: An Intercultural Sensitizer for the Health Professions, Dr. Rena Gropper addresses these questions through a series of forty-four case studies, in which communication between a health professional and a patient breaks down because of a lack of knowledge about cultural differences. Dr. Gropper asks the reader to assess each situation, providing four possible explanations from which to choose.Along with the correct interpretation of each interaction, Dr. Gropper also provides accompanying discussions in order to further explore the significance of each encounter and how it would best be resolved. Culture and the Clinical Encounter is valuable practice for health professionals looking to improve their relationships with clients and patients from culturally diverse backgrounds. Contents Acknowledgments 1 Introduction 2 The Critical Incidents 3 Explanations 4 Discussion Epilogue References Index of Cultures