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.
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 2009-09-15 with total page 79 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.
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 105 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.
Download or read book Coping with Negative Emotions in Intercultural Service Encounters written by Hyeyoon Jung and published by . This book was released on 2021 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: A consequence of globalization is increased global migration, which means that consumers are increasingly interacting with service providers from different cultures. In this research, I investigate how consumers respond to such intercultural service encounters. Specifically, I suggest that consumers experience different types of negative emotions (discomfort or anger) depending on the degree of animosity toward the frontline employees perceived home countries, which leads them to engage in unique behavioral coping processes (emotion-focused or problem-focused coping). Furthermore, I propose that Global Consumer Culture Positioning (GCCP) and Local Consumer Culture Positioning (LCCP) can serve as effective marketing strategies for managers to suppress the detrimental effects of ICSEs. A total of five studies provided evidence to support the conceptual framework.
Download or read book A Multidisciplinary Approach to Service Encounters written by María de la O Hernández-López and published by BRILL. This book was released on 2015-05-19 with total page 267 pages. Available in PDF, EPUB and Kindle. Book excerpt: In A Multidisciplinary Approach to Service Encounters, María de la O Hernández-López and Lucía Fernández-Amaya have joined marketing researchers and linguists to provide the tools to understand consumers’ communication in different professional settings. Service encounters have been widely studied due to the fact that the communicative exchange between the customer and the server is essential for the success of the service encounter itself. In this volume, the role of language, linguistics and communication is examined in an area of research that has traditionally been related to business and marketing. This is achieved through the presentation of works from a variety of perspectives that may help to advance in this particular context and also contribute to improving communication in service encounters.
Download or read book The Routledge Companion to International Hospitality Management written by Marco A. Gardini and published by Routledge. This book was released on 2020-11-09 with total page 454 pages. Available in PDF, EPUB and Kindle. Book excerpt: The hospitality sector is facing increasing competition and complexity over recent decades in its development towards a global industry. The strategic response to this is still that hospitality companies try to grow outside their traditional territories and domestic markets, while the expansion patterns and M&A activities of international hotel and restaurant chains reflect this phenomenon. Yet, interestingly, the strategies, concepts, and methods of internationalization as well as the managerial and organizational challenges and impacts of globalizing the hospitality business are under-researched in this industry. While the mainstream research on international management offers an abundance of information and knowledge on topics, players, trends, concepts, frameworks, or methodologies, its ability to produce viable insights for the hospitality industry is limited, as the mainstream research is taking place outside of the service sector. Specific research directions and related cases like the international dimensions of strategy, organization, marketing, sales, staffing, control, culture, and others to the hospitality industry are rarely identifiable so far. The core rationale of this book is therefore to present newest insights from research and industry in the field of international hospitality, drawing together recent scientific knowledge and state-of-the-art expertise to suggest directions for future work. It is designed to raise awareness on the international factors influencing the strategy and performance of hospitality organizations, while analyzing and discussing the present and future challenges for hospitality firms going or being international. This book will provide a comprehensive overview and deeper understanding of trends and issues to researchers, practitioners, and students by showing how to master current and future challenges when entering and competing in the global hospitality industry.
Download or read book International Tourism written by Yvette Reisinger, PhD and published by Routledge. This book was released on 2010-08-27 with total page 416 pages. Available in PDF, EPUB and Kindle. Book excerpt: In recent years there has been a considerable interest in the cultural aspects of tourism such as the impacts of culture on tourism planning, development, management, and marketing. However, the focus has been on material forms of culture such as arts, music, or crafts. The impacts of national culture on tourist behavior and travel decision-making have not been paid much attention. Only in the last two years have cross-cultural issues begun to generate significant interest among academics. An examination of cultural characteristics and differences is extremely important to the tourism industry because today’s tourism environment is becoming increasingly international. Information on the nature of the cultural differences between international tourists and locals is not readily available in tourism literature. The concept of culture is very complex and includes such abstract concepts as satisfaction, attitude and loyalty. International Tourism brings these concepts to the undergraduate student in tourism, as well as students in the related fields of marketing, management, international business, and cross-cultural communication. Designed as a textbook, it isorganized and presented in an integrated and relevant way for the benefit of a worldwide audience.
Download or read book Encounters with Emotions written by Benno Gammerl and published by Berghahn Books. This book was released on 2019-06-06 with total page 316 pages. Available in PDF, EPUB and Kindle. Book excerpt: Spanning Europe, Asia and the Pacific, Encounters with Emotions investigates experiences of face-to-face transcultural encounters from the seventeenth century to the present and the emotional dynamics that helped to shape them. Each of the case studies collected here investigates fascinating historiographical questions that arise from the study of emotion, from the strategies people have used to interpret and understand each other’s emotions to the roles that emotions have played in obstructing communication across cultural divides. Together, they explore the cultural aspects of nature as well as the bodily dimensions of nurture and trace the historical trajectories that shape our understandings of current cultural boundaries and effects of globalization.
Download or read book Emotional Labor in Intercultural Service Encounters An Experience Sampling Study written by Andrea S. McCance and published by . This book was released on 2011 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: The body of literature surrounding emotional labor, defined as service employees0́9 effort to manage their emotions to meet organizational goals (Hochschild, 1983; Morris & Feldman, 1996), exhibits a severe lack of studies examining intercultural service encounters (i.e., service episodes in which a provider from culture A delivers a service to a customer from culture B; Stauss & Mang, 1999). This dissertation posits an intrapersonal model of emotional labor in intercultural service encounters. Central to this model is the construct of cultural competence (Earley & Ang, 2003), which is defined as the ability to adapt effectively and flexibly in culturally diverse settings. Using experience sampling methodology with a hospitality industry sample, I found that cultural competence was associated with deep acting and performance. Openness to experience predicted cultural competence through active seeking of multicultural experience (i.e., multicultural personality). Implications for the selection (based on openness) and training (for deep acting and cultural competence) of service providers in an increasingly globalized service industry are discussed.
Download or read book Handbook of Culture and Consumer Behavior written by Sharon Ng and published by Oxford University Press. This book was released on 2015-03-10 with total page 369 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research on the influence of culture on consumer decision-making and consumption behavior has witnessed tremendous growth in the last decade. With increasing globalization, managers are becoming increasingly aware that operating in multiple markets is crucial for firms' survival and growth. As the world's growth engine shifts from Europe and North America to Asia and Latin America, it has become apparent that an inward-looking and domestic focus strategy will not be sustainable in the long run. And success in foreign markets requires marketers to understand not just what consumers in these markets need but also how they think, behave, consume, and purchase. Numerous studies have documented cultural differences in values and beliefs, motivational orientations, emotions, self-regulation, and information-processing styles, and the effects of these cultural variations on consumer behavior such as brand evaluation, materialism, and impulsive consumption. In this volume, experts from a variety of disciplines and perspectives trace the historical development of culture research in consumer psychology and examine the theoretical underpinnings that account for these findings and the current state of the field. Collectively, the chapters provide a forum for researchers to engage in thoughtful debates and stimulating conversations and offer directions for future research.
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:
Download or read book Emerging Innovative Marketing Strategies in the Tourism Industry written by Ray, Nilanjan and published by IGI Global. This book was released on 2015-08-03 with total page 448 pages. Available in PDF, EPUB and Kindle. Book excerpt: The continuous growth and expansion of the travel sector has brought about a greater need to understand and improve its various promotional tactics. Effectively employing these methods will benefit all manner of travel destinations and attract a larger number of tourists to these locations. Emerging Innovative Marketing Strategies in the Tourism Industry is an authoritative title comprised of the latest scholarly research on effective promotional tools and practices within the tourism sector. Featuring expansive coverage on a variety of topics from the use of information technology and digital tools to tourist motivation and economic considerations, this publication is an essential reference source for students, researchers, and practitioners seeking research on the latest applications, models, and approaches for promotion in the travel industry. This publication features valuable, research-based chapters across a broad range of relevant topics including, but not limited to, consumer search behavior, customer relationship management, smart technologies, experiential tourist products, leisure services, national brand images, and employment generation.
Download or read book Emotions and Organizational Dynamism written by Wilfred J. Zerbe and published by Emerald Group Publishing. This book was released on 2010-07-02 with total page 410 pages. Available in PDF, EPUB and Kindle. Book excerpt: Emotions have widespread effects in organizations and underlie a broad range of dynamics in organizations. This volume explores the role that emotion plays in such diverse organizational phenomena as entrepreneurship, change, service failure, and creativity.
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.
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.
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.
Download or read book Serviceology for Services written by Takeshi Takenaka and published by Springer Nature. This book was released on 2020-02-19 with total page 313 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book constitutes the refereed proceedings of the 7th International Conference on Serviceology for Services, held in Osaka, Japan, in March 2020. The 16 full papers and 3 short papers presented in this volume were carefully reviewed and selected from 58 submissions. The papers are organized around the following topics: hospitality management; service innovation and employee engagement; service marketing and consumer behavior; customer experience and service design; service engineering and implementation.
