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Investigation of Intercultural Sensitivity Levels of Department Managers Working in Hotel Enterprises According to Some Demographic Features

New Challenges for Future Sustainability and Wellbeing

ISBN: 978-1-80043-969-6, eISBN: 978-1-80043-968-9

Publication date: 21 May 2021


Introduction: The world has become a global village with the development of globalization, technology, transportation opportunities, and socioeconomic living conditions. Multinational, multicultural businesses have been formed with the effect of globalization. Tourism activities have also gained a global dynamic. People from different cultures travel to different geographies for different purposes, and this highlights the need for managers and employees of tourism businesses to adapt to people from different cultures and multicultural environments.

Aim: In order to achieve success in intercultural communication, it is necessary to work with employees with a high level of intercultural sensitivity. Respect for different cultures without prejudices is very important in hotel businesses to provide quality service. For this reason, the high level of intercultural sensitivity of the employees in tourism businesses, which have a multicultural structure both with their customers and managers, will significantly affect their competitiveness in the sector. The aim of this study is to examine the intercultural sensitivity level of department managers working in hotel businesses according to some demographic features.

Method: The data collected via a survey were analyzed with statistical software. Frequency, percentage, etc., descriptive analysis and difference tests were performed.

Result: Intercultural sensitivity levels of hotel managers were examined according to some demographic characteristics. It was revealed that intercultural sensitivity levels of the managers working in hotel enterprises who participated in the research were far from ethnocentrism.

Implication: In the research, it was found that those who received tourism education respected intercultural differences more than those who did not receive any tourism education, and that they were affected by intercultural interaction more than those who did not receive any tourism education. For those working in the tourism sector, the recruitment of qualified personnel who received tourism education is important in order to achieve intercultural communication.

Originality of Study: The research was conducted on the department managers working in 4 and 5-star hotel enterprises in Marmaris and Bodrum districts of Muğla Province. There are a very limited number of studies in terms of determining the intercultural levels of employees and managers in hotel enterprises and examining them according to demographic characteristics. The research achieved results supporting similar studies. It is deemed significant in terms of determining according to which variables the concept of intercultural sensitivity differ and achieving results that can be generalized. Furthermore, the results which emphasized the importance of intercultural communication in the recruitment of the employees who received tourism education within the sector were also obtained.




The study was presented at IV. International Applied Social Sciences Congress 22nd–24th October 2020 and printed as a summary text.


Gülduran, Ç.A. and Gürdoğan, A. (2021), "Investigation of Intercultural Sensitivity Levels of Department Managers Working in Hotel Enterprises According to Some Demographic Features", Özen, E., Grima, S. and Gonzi, R.D. (Ed.) New Challenges for Future Sustainability and Wellbeing (Emerald Studies in Finance, Insurance, and Risk Management), Emerald Publishing Limited, Leeds, pp. 95-117.



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