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1 – 10 of 62Titania Suwarto, Christof Pforr and Michael Volgger
Language and dialect, customs and service attitudes are just a few of the characteristics that make each culture unique. Consequently, the presence of people from different…
Abstract
Purpose
Language and dialect, customs and service attitudes are just a few of the characteristics that make each culture unique. Consequently, the presence of people from different cultures during a service encounter may impact service quality, as what constitutes good service quality is perceived differently across cultures. As a country with a multicultural society, culturally diverse migrants from non-English speaking backgrounds (NESB) play an increasingly important role in the Australian hospitality and accommodation sector. Within this regional context, this study aims to contribute to a more robust understanding of the influence of workforce cultural diversity on different aspects of front-desk accommodation service quality in the accommodation industry.
Design/methodology/approach
In this qualitative study, 31 semi-structured in-depth interviews with guests, front-desk staff and managers at service apartments in Western Australia were conducted, followed by validation interviews with five hospitality human resource management experts.
Findings
The results of the interviews suggest that cultural diversity of NESB staff affects several aspects of Australian accommodation front-desk services, including communication quality, staff-guest interaction and guest satisfaction. Findings point out that culturally diverse NESB front-desk staff may face cross-cultural communication barriers due to different foreign accents and the presence of local slang, improve guest-staff interaction and the overall guest experience in case of similar cultural backgrounds with guests and provide authentic representations of multiculturalism in Australia.
Originality/value
The study sheds new light on tourists’ shifting perceptions and expectations of authenticity, particularly in Australia, where cultural diversity has increased in prominence. Moreover, in the Australian accommodation service, many NESB employees who have learned American/British English have difficulty conversing with people with Australian accents, especially when Australian slang is also present.
设计/方法论/途径
本项定性研究针对西澳大利亚州服务公寓的客户、前台工作人员和经理进行了 31 次半结构化深度访谈, 随后对五位酒店人力资源管理专家进行了验证性访谈。
目的
语言和方言、习俗和服务态度是能体现每种文化独特性的几个特征。因此, 在服务过程中人们文化背景的差异可能会影响服务质量, 因为不同文化对于良好服务质量的认知各不相同。澳大利亚作为一个多元文化社会的国家, 其酒店和住宿行业的发展愈发受到来自非英语背景(NESB)的多元文化移民的影响。因而, 本研究以澳大利亚为案例地有助于更深入地了解劳动力文化多样性对住宿行业前台住宿服务质量的多层面影响。
调查结果
访谈结果表明, NESB 员工的文化多样性对于澳大利亚住宿前台服务的沟通质量、员工-宾客互动、以及宾客满意度等多方面都有影响。调查结果指出, 文化多元化的 NESB 前台工作人员:(1)可能由于不同的外国口音和当地俚语的存在而面临跨文化沟通障碍; (2) 接待相似文化背景的宾客时员工-宾客互动和整体宾客体验都会得到提升(3)代表澳大利亚多元文化的真实现状。
原创性/价值
本研究为游客对原真性的看法和期望的转变提供了新的线索, 特别是在文化多样性日益突出的澳大利亚。此外, 在澳大利亚的住宿服务中, 许多学习过美式/英式英语的NESB员工很难与带有澳大利亚口音的宾客沟通, 更何况还需面对澳大利亚俚语。
Objetivo
El idioma y el dialecto, las costumbres y las actitudes de servicio son sólo algunas de las características que hacen que cada cultura sea única. En consecuencia, la presencia de personas de diferentes culturas durante un encuentro de servicio puede repercutir en la calidad del servicio, ya que lo que constituye una buena calidad de servicio se percibe de forma diferente en las distintas culturas. Como país con una sociedad multicultural, los inmigrantes culturalmente diversos de origen no angloparlante (NESB) desempeñan un papel cada vez más importante en el sector de la hostelería y el alojamiento en Australia. Dentro de este contexto regional, este estudio contribuye a una comprensión más sólida de la influencia de la diversidad cultural de la mano de obra en diferentes aspectos de la calidad del servicio de recepción en el sector del alojamiento.
Diseño/metodología/enfoque
En este estudio cualitativo se realizaron 31 entrevistas en profundidad semiestructuradas a huéspedes, personal de recepción y gerentes de apartamentos en Australia Occidental, seguidas de entrevistas de validación con cinco expertos en gestión de recursos humanos del sector de la hostelería.
Conclusiones
Los resultados de las entrevistas sugieren que la diversidad cultural del personal de los NESB afecta a varios aspectos de los servicios de recepción de los alojamientos australianos, como la calidad de la comunicación, la interacción entre el personal y los huéspedes y la satisfacción de éstos. Los hallazgos señalan que el personal de recepción de los NESB culturalmente diverso puede (1) enfrentarse a barreras de comunicación intercultural debido a los diferentes acentos extranjeros y a la presencia de jerga local, (2) mejorar la interacción huésped-personal y la experiencia general del huésped en caso de tener antecedentes culturales similares con los huéspedes, y (3) proporcionar representaciones auténticas del multiculturalismo en Australia.
Originalidad/valor
El estudio arroja nueva luz sobre las cambiantes percepciones y expectativas de autenticidad de los turistas, especialmente en Australia, donde la diversidad cultural ha cobrado mayor protagonismo. Además, en el servicio de alojamiento australiano, muchos empleados de NESB que han aprendido inglés americano/británico tienen dificultades para conversar con personas con acento australiano, sobre todo cuando también está presente la jerga australiana.
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Jacobo Ramirez and Anne-Marie Søderberg
The purpose of this study is to explore how Danish and Mexican communication and management practices are recontextualized at the Latin American office of a Scandinavian…
Abstract
Purpose
The purpose of this study is to explore how Danish and Mexican communication and management practices are recontextualized at the Latin American office of a Scandinavian multinational corporation (MNC) located in Mexico.
Design/methodology/approach
A case study based on interviews, observations and company documents was conducted.
Findings
Well-educated Mexican middle managers appreciate the participative communication and management practices of Scandinavian MNCs, which transcend most experiences at local workplaces, but their interpretations and meaning system are influenced by the colonial legacy and political and socioeconomic context framing their working conditions.
Originality/value
This paper provides a contextualized analysis of a rich case study to further illustrate the challenges faced by MNCs in their quest to establish a regional office in a Latin American context and offers a theoretical model of the elements involved in complex recontextualization processes.
Propósito
El objetivo de este estudio fue explorar cómo las prácticas de comunicación y gestión Danesas y Mexicanas son recontextualizadas en la oficina latinoamericana de una empresa multinacional (EMN) escandinava, ubicada en México.
Diseño/metodología/enfoque
Se llevó a cabo un caso de estudio basado en entrevistas, observaciones y documentos de la empresa.
Hallazgos
Gerentes de mandos medios mexicanos, con educación superior aprecian las prácticas de comunicación y gestión participativa de la EMN escandinava, que trascienden en la mayoría de las experiencias en el lugar de trabajo local, pero sus interpretaciones y sistema de significado son influenciados por el legado colonial y el contexto político y socioeconómico que enmarcan sus condiciones de trabajo.
Originalidad/valor
Este artículo proporciona un análisis contextualizado de un caso de estudio para ilustrar más a fondo los desafíos que enfrentan las empresas multinacionales en su búsqueda por establecer una oficina regional en un contexto latinoamericano y ofrece un modelo teórico de los elementos involucrados en procesos complejos de recontextualización.
Objetivo
O principal propósito deste estudo foi explorar como as práticas de comunicação e gestão, tanto dinamarquesa quanto mexicana, são recontextualizadas no escritório latino-americano de uma multinacional escandinava (MNC) localizada no México.
Design/metodologia/abordagem
Foi realizado um estudo de caso baseado nas entrevistas, observações e nos documentos da empresa.
Conclusões
As gerentes intermediárias mexicanas, que são bem qualificados, apreciam a comunicação participativa e as práticas de gestão das multinacionais escandinavas, que superam a maioria das experiências existentes nos trabalho locais, mas suas interpretações e seu sistema de significação são influenciados pelo legado colonial e pelo contexto político e socioeconômico que enquadra as suas condições de trabalho.
Originalidade/valor
Este artigo fornece uma análise contextualizada de um estudo de caso completo, que visa ilustrar melhor os desafios que serão enfrentados pelas multinacionais na sua busca por estabelecer um escritório regional neste contexto latino-americano, além de oferecer um modelo teórico dos elementos envolvidos nestes complexos processos de recontextualização.
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Arcelia Toledo López and Dora Lilia Guzmán Cruz
The purpose of this study was to explore the innovative and proactive practices adopted by subsistence businesses under the COVID-19 health contingency. Evidence of the current…
Abstract
The purpose of this study was to explore the innovative and proactive practices adopted by subsistence businesses under the COVID-19 health contingency. Evidence of the current situation and the contingency practices that businesses have implemented in dealing with the economic crisis caused by the COVID-19 pandemic was collected through a literature review of secondary information sources: bibliographic and hemerographic, as well as in-depth interviews with five owners of artisanal and agricultural subsistence businesses.
Faced with uncertainty, artisanal and agricultural subsistence businesses have adopted innovative and proactive survival practices. The closure of markets, the absence of tourism, the suspension of non-essential activities, the lack of mobility and transportation, and the closure of access in rural communities are some of the realities these businesses are experiencing. Subsistence businesses in marginalised areas are a long way from accessing information technologies for online sales and home deliveries, which are implemented by most businesses in urban areas. In contrast, they revert to ancestral marketing practices such as bartering and low prices to earn an income for family food. Despite the loss of over 50% of subsistence businesses in urban and semi-urban areas, online sales through social media and websites, socially responsible initiatives, along with government support programmes, have helped others stay in business.
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Identificar los aspectos que los Actores Sociales consideran en la construcción de futuros compartidos en las comunidades. En su aplicación en los países emergentes, especialmente…
Abstract
Propósito
Identificar los aspectos que los Actores Sociales consideran en la construcción de futuros compartidos en las comunidades. En su aplicación en los países emergentes, especialmente en el Sur Global, a menudo se pasan por alto las particularidades socioculturales de las comunidades y los actores, generando fricciones o conflictos sociales. Este artículo presenta dos elementos críticos que contribuyen al debate: a) la importancia de entender a los Actores Sociales dentro de un modelo de generación de futuros comunitarios en los países emergentes; b) los factores relevantes que influyen en los actores en un ejercicio de construcción de futuros en las comunidades.
Diseño/metodología/enfoque
A partir de la investigación cualitativa, se utilizó un estudio de caso de prospectiva comunitaria del futuro: El futuro de Puerto Gaitán 2037 (Meta, Colombia). Se aplicó un método de recolección de información a partir de la observación de los participantes y el análisis de la documentación. El método de análisis fue el DQA (Análisis Cualitativo Deductivo).
Hallazgos
La participación de Los Actores Sociales presenta un modelo de cinco elementos relevantes que influyen en los actores para la construcción exitosa de futuros en las comunidades. Los primeros cuatro factores, revelados por la teoría, existen en la realidad. Asimismo, se demuestra un quinto factor: el Pensamiento a Largo Plazo, que se evidencia en un Modelo de aplicación de Estudios de Futuros para el contexto específico, aplicable al caso de comunidades en países del Sur Global.
Originalidad/valor
Si bien existen ejemplos aislados de recomendaciones respecto a estudios para generar el futuro de las comunidades, este es el primer estudio que presenta factores concretos que contribuyen a orientar la construcción de futuros comunitarios desde Actores Sociales, especialmente en países del Sur Global como Colombia. También es uno de los primeros estudios en utilizar el DQA como método de análisis en un tema de Estudios de Futuros.
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Eileen Sepúlveda-Valenzuela, Marcelo Careaga Butter and María Graciela Badilla-Quintana
To apply effective teaching and learning strategies, it is essential to understand the complexity of human groups, especially in educational contexts. To look for the relationship…
Abstract
To apply effective teaching and learning strategies, it is essential to understand the complexity of human groups, especially in educational contexts. To look for the relationship between the contributions that people make, it is critical to understand the singularities of cultures when developing innovations and to foster leadership in education. This chapter presents an experience developed in Higher Education in Chile focused on the ability of preservice teachers to enhance the development of individual talents as an active teaching and learning strategy to create a society made up of integrally developed people in educational contexts. In addition, we use virtual learning environments as a vehicle to connect students between physical and virtual boundaries. This strategy is based on the Talent Management Model which was implemented in intercultural primary schools by professors and preservice teachers from the south of Chile. The virtuality dimension promoted the detection of individual traits of students and contributed to the development of a cultural identity. Additionally, it offered theoretical and practical knowledge that implied an innovation in the training of future teachers.
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My aims in this chapter are to discuss alternative ways of doing education and research, and thereby highlight key contributions from Paulo Freire, Orlando Fals-Borda and Dorothy…
Abstract
My aims in this chapter are to discuss alternative ways of doing education and research, and thereby highlight key contributions from Paulo Freire, Orlando Fals-Borda and Dorothy Lee, to active learning, participatory action-research and intercultural dialogue. These scholars were heirs of the university reform movements of the twentieth century, and their vital legacy is alive as shown in this book. The enclosed ideas and illustrations of transformative research and education draw from my academic experience in various corners of the world and points in time.
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This paper is the result of a reflection on my personal experience while researching the politics of culture and identity in intercultural collaborations in Mexico. It deals with…
Abstract
This paper is the result of a reflection on my personal experience while researching the politics of culture and identity in intercultural collaborations in Mexico. It deals with how autoethnography transformed my relationship with the way of doing research and particularly how a dream at the beginning of my ethnographic research changed my assumptions of my role as interpreter. Using the analysis of the dream as a guide for understanding the dynamics of intercultural organisations in Mexico, I conceptualised organisations as open systems whose meanings are organised and interlinked, forming hypertexts. I considered participants in those organisations, and myself, as quotidian ethnographers, able to create meanings and make sense of them for action. In that light, I listened to the stories from some organisations and ‘read’ their meanings by following the links between multiple representations, in different kinds of cultural narratives emerging from anywhere and manifested in any medium.
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Filipe Sobral, Eugenio Carvalhal and Filipe Almeida
Culture profoundly influences how people think, communicate, and behave. Successful cross‐cultural negotiations require an understanding of the negotiation style of those on the…
Abstract
Culture profoundly influences how people think, communicate, and behave. Successful cross‐cultural negotiations require an understanding of the negotiation style of those on the other side of the table, and the acceptance and respect of their cultural beliefs and norms. The focus of this paper is to identify the styles of negotiation that tend to be adopted by Brazilian negotiators. Participants were 683 experienced negotiators from 22 Brazilian states. The Brazilian style of negotiation is described based on seven culturally sensitive dimensions that are present in negotiations: the nature of the activity, the role of the individual, uncertainty and time, communication, trust, protocol, and outcomes.
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Luis Serrano Pérez and Cristina Faba-Pérez
The purpose of this research study was to seek new forms of public libraries helping with the integration of migrants. It comprises a comprehensive and up-to-date bibliographic…
Abstract
Purpose
The purpose of this research study was to seek new forms of public libraries helping with the integration of migrants. It comprises a comprehensive and up-to-date bibliographic review and an empirical study involving the librarians and native and migrant users of public libraries in Spain leading to the design of guidelines for library services targeted at migrant users that can help foster the integration of this group of the population.
Design/methodology/approach
The bibliographic review analyses studies of whether migrant users see the public library as a place of meeting and interchange as well as a fundamental institution providing them with services, meeting their information requirements and offering them challenges and projects. The empirical investigation contrasts this theoretical information by administering three questionnaires (one for librarians, one for native users and one for migrant users, with a total of 45 items) focused on the relationship between public libraries and migration. A total of 20 public libraries over the territory of Spain were selected in accordance with diverse criteria, and a total of 233 completed questionnaires were collected.
Findings
The main results of the empirical research indicate that the greatest proportion of migrant users go to Spain’s public libraries on the recommendation of friends and/or relatives. They use them mainly as a place of study, visiting them at least twice a week, even though the representation of collections and specific services for this group is very sparse (only 5% of the collection of the libraries analysed are in a foreign language). On the other hand, the satisfaction expressed towards both the general services of the libraries and the help provided by their librarians is scored highly, getting mean scores of 4.45 and 4.40 out of 5, respectively.
Originality/value
This work not only includes an exhaustive bibliographic review of the relationship between public libraries and migrant users and an empirical investigation carried out in Spain with librarians, native users and migrant users, but also presents a decalogue of guidelines for the design of a range of services focused on the specific needs of the migrant population, thus favouring their integration in the host country.
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