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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.

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.

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.

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.

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。

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。

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。

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。

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.

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.

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.

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.

The purpose of this paper is to empirically examine the role of relationality in buyer–supplier negotiations and how it varies across cultural settings.

Using a multisession simulation design, this study recruited research participants (n = 82) from diverse cultural backgrounds to play the role of either buyer or supplier for two negotiation tasks. Regression analyses were used to test the relationships among relational constructs as well as the moderating role of relational culture.

Results show that negotiators’ relational self-construal enhances their relational commitment to the ongoing negotiations, which leads to a higher level of relational capital accumulated at the end of negotiations. The impact of relational self-construal on relational commitment and that of relational commitment on counterparts’ relational capital are stronger for negotiators from a high (as opposed to low) relational cultural background. Furthermore, intercultural negotiation context, when compared with intracultural context, weakens the impact of relational commitment on relational capital.

This research is among the first to empirically examine the culturally varied relationality in negotiations. The findings offer important theoretical and practical implications regarding how relationality, when interacting with cultural factors, has varying impacts on business negotiations.

This paper aims to fill a research gap on whether cultural background (Eastern or Western) influences tourist flow experiences and outcomes with Chinese-speaking tourists.

The authors conducted flow-aware, guided cultural tours in Kyoto, Japan, from March 2019 to February 2020. Tourists visited the same spots on the same route with the same guide to avoid discrepancies stemming from experiencing different tours with different guides. Professional photoshoots were conducted to study the flow experience under high challenges. Participants were Chinese-speaking tourists worldwide. The guide spoke in Chinese to minimise language bias. Participants were asked to complete an anonymous questionnaire within one week of the tours.

The authors received 191 valid responses. Those from the Eastern regions showed significantly lower flow states and outcomes than their counterparts from the Western regions under high challenges, whereas this phenomenon was not observed under low challenges. A positive correlation between the flow state and outcomes was observed in both regional groups.

To the best of the authors’ knowledge, this is the first study to apply flow theory to guided cultural tours with Chinese-speaking tourists from different cultural backgrounds. It was found that those from the Eastern regions can have flow experience and good outcomes in guided tours, although they may require a lower level of challenge. A managerial implication is that cultural tours should be designed considering the balance between challenges and tourists’ cultural background to optimise their flow experiences and outcomes.

This study aims to investigate whether and how strongly cultural (mis)matches influence immigrant customers’ satisfaction, as well as if this relationship is mediated by cultural or service employee performance attributions. In addition, the authors test whether attributions differ depending on the service delivery outcome (success vs failure).

The 2 (origin of service employee: Austria or Turkey) × 2 (service delivery outcome: success or failure) scenario-based experiment includes 120 Turkish immigrant customers in Austria.

Contrary to previous research, the results indicate that in an immigrant customer context, cultural (mis)match does not influence customer satisfaction. The service delivery outcome is a boundary condition. With a positive service delivery outcome, immigrant customers attribute the results to the cultural background of the employee if it is the same as their own, but they attribute success to employees’ performance if they belong to the immigration destination culture. For negative service delivery outcomes, neither cultural nor performance attributions arise.

This study is the first to focus specifically on immigrant customer behavior in a high-involvement service context. The results challenge the predictions of social identity theory and the similarity-attraction paradigm and highlight that the immigrant context is unique. In this context, attributions play a key role in determining customer satisfaction.

The purpose of this paper is to examine whether cultural backgrounds of nations are expressed through the web design of their companies. Actually, it investigates whether, in countries characterized by the same cultural matrix and language but by different national backgrounds, the cultural specificities of a country are a critical success factor for web design and enablers of business excellence.

Starting from a deep literature review, four research hypotheses on the relationship between cultural background and web design are formulated. By employing both the content analysis and the cross-tabulation methodology, these hypotheses are tested.

Brazilian, Portuguese, Angolan and Macanese web sites show that companies operating in these countries are aware that cultural background is a necessary success factor to consider for improving cross-cultural management of computer-mediated communication. Indeed, the findings confirm that the internet is not a culturally neutral communication medium. By providing evidences of web site cultural adaptation, this study supports the use of a targeted approach to web site design and provides managerial guidelines for improving business excellence of companies’ online environment.

The paper offers insights into the topic of a culturally adapted computer-mediated communication for improving consumer experience.

This article explores the neglected issue of the overrepresentation in the child protection system of children from ethnic, cultural, religious, racial, and linguistic minorities. It focuses on the accommodation of children’s diverse backgrounds within the s 31(2) threshold and s1 “best interests” stages of intervention under the Children Act 1989. First, it introduces the ethnic child protection penalty as a new tool for capturing the complex nature of overrepresentation of these children. Second, it proposes a framework for understanding the judicial approach in higher court decisions on the current extent and nature of accommodation. Third, it employs the penalty concept to help explain why case law analysis reveals difficulties with the current factor-based approach, whereas empirical research suggests generally satisfactory accommodation in practice. It concludes by proposing a contextualized framework for decision-making in relation to child protection.

This study analyzed 24 IELTS Task One (data explanation) prompts for task type, diagram type, subject matter, level of critical thought, and geographical references, in order to determine whether Emirati university students’ anecdotal claims of cultural bias on the IELTS academic writing exam (as experienced by the researcher in the past decade of teaching IELTS in the United Arab Emirates) are valid. The analysis found that the majority of the task types (88%) were non-process in nature (i.e. required the description of data in the form of a chart or graph, rather than the description of a process); 40% of the non-process prompts consisted of more than one diagram. The analysis revealed that 33% of the non-process prompts included bar graphs and 29% included line graphs. Pie charts appeared in 25% of the prompts and tables in only 17%. An Emirati student English preparatory program survey indicated the pie chart as the easiest to understand – a finding that may highlight a difference between the most commonly used IELTS prompt and the students’ prompt preference. A content analysis of topics found a high percentage (58%) of subject matter related to the social sciences, with 79% of the geographical references pertaining to Western contexts. An analysis of the amount of critical thought needed for graph interpretation revealed 52% of non-process prompts required some form of critical thought. The study therefore found that the cultural bias perceived by Emirati students has some validity, given the students’ socio-cultural and educational background.