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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 study provides an evaluation of the knowledge and skills importance covered in the degree of Logistics and Supply Chain Management (LSCM) as well as the knowledge and skills gap of graduates entry-level.

The study used both descriptive and exploratory research designs. The study adopted a self-administered questionnaire. The sample size is 41 logistics industry mid-managers of six organizations selected from the main operators of Sohar Port in Oman.

The findings reveal that logistics professionals agree on the importance of all the learner attributes, knowledge and cognitive skills, and general competencies identified in a university degree with a major in LSCM. Furthermore, the results identified moderate levels of gaps in five knowledge areas and six soft and hard skills of graduates at the entry level.

Further research can be built on this study findings by evaluating the perception of logistics and supply chain industry professionals in different global contexts and investigate the effectiveness of different training and educational programs in enhancing the knowledge and skills of logistics professionals in various regions.

This study may extend beyond Oman and have important implications for LSCM practices in other developing countries. Universities' management in developing countries can use this study findings to identify the key skills required by entry-level logistics professionals and incorporate them into their curricula to better prepare graduates for the workforce. In addition, the skills identified in our study, such as decision-making skills, managing stress, negotiation skills and critical thinking, are relevant to logistics professionals in other developing countries with similar socio-economic and industry characteristics.

Unlike the prior studies that focused on the mismatch between educational degrees and job requirements without considering study specializations and industry, this paper lays a nuanced understanding of the knowledge and skills gap associated with entry-level graduates of the logistics and supply chain industry. As such, the paper offers inputs for the LSCM academic degree related to knowledge and skills needed by logistics and supply chain industry.

Since the COVID-19 pandemic, young people have found their development obstructed and in some cases paralysed. Young professionals have had to learn to adapt to this new environment, and they have also lost opportunities to enter the labour market. The main objective of this study is to measure the effectiveness of tools based on experiential learning, such as outdoor training accompanied by mindfulness, in improving the emotional skills of young Asian professionals and, potentially, help them break down the barriers of their environment. It also compares the findings with the young Asian professionals with young European professionals.

This study replicates the one used in the first study, in which the data were first compiled using a closed-ended questionnaire during an outdoor training and mindfulness. A sample of 46 Asian and 49 young European professionals completed a series of outdoor training sessions. The participants provided their self-assessments of their own emotional competencies. Pre- and post-sessions questionnaires were used to measure competencies of emotional intelligence among young professionals who have just finished their studies, as the current educational system was found to require young people to develop professional skills that they will need in employment in the near future.

The results show that outdoor training had a greater effect on the young Asian professionals than on their European counterparts, overall, and particularly in Teamwork competence. Finally, this tool was positively received in both segments.

One limitation of this study is that the Asian participants felt reserved when participating. Their cultural model includes a vision, education and politics that differ so much from European culture that it could have led to difficulties. They are not used to close contact with others or working as a team, and their character is more individualistic and independent (Hu, 2002). A second limitation is that (apart from the pre-activity questionnaire) the degree of cultural difference is not measured quantitatively but is based on a review of the literature and previous findings.

The research provides an underlying finding that addresses how the emotional competencies in demand could be developed at a more globalised level after a post-pandemic environment.

Very few studies have quantitatively confirmed its effectiveness, which is difficult, given the subjective nature of evaluation (Padilla-Melé ndez et al., 2014). Authors such as Barner (1989), Huszczo (1990), Lusher (1990), Bailey (1990), Fulmer (1992), Irvine and Wilson (1994) and Wagner and Campbell (1994) mention studies which implemented an outdoor training programme, but few studies attempt an objective evaluation. This study uses these tools in the Asian environment, after their application and confirmation of their measurability in Europe.

This paper aims to introduce the concept of compassion to the field of international business studies. As international business activities continuously intensify and hence generate a work environment characterized by cultural heterogeneity and pluralism, the notion of compassion in a cross-cultural context can be regarded a key skill for employees in internationally operating firms to enable coping with potential cross-cultural conflicts.

In this narrative-oriented type of review, the authors discuss compassion in a cross-cultural context by drawing on the literature in the management and international business studies. By connecting prior research on compassion with the typical research interests in the IB domain, the authors identify and define potential future research foci for a research agenda centering on the role that cross-cultural compassion plays.

The authors argue that the conventional approach to learning about other national cultures, their value and norm systems, needs to be complemented by the acquisition of compassion skills. In todays culturally diverse business environment where employees increasingly work in virtual teams, cultural complexity is hardly manageable alone by developing expert knowledge about respective cultural contexts to prevent cross-cultural conflicts.

By drawing on extant research on compassion conducted in neighboring disciplines of the social sciences, the authors conceptualize compassion in the context of international business research. Because compassion in a cross-cultural context is new to international business research, this study suggests directions for future research consisting of four research streams to guide future research on compassion in a cross-cultural context in international business studies.

The purpose of this study is to investigate the moderated mediation between organizational culture (OC) and employee performance (EP), with a focus on how high-performance managerial practices (HPMPs) affect OC’s indirect effect via similarities in religious teachings (SRT), which was put to the test.

Data was collected from 275 working professionals. Partial least square structural equation modeling (PLS-SEM) was used for data analysis.

The results indicate that SRT mediate the relationship between OC and EP. HPMPs enhance EP by increasing the effect of OC on SRT.

As a part of people and performance management as a function of the human resource management team this study contributes to OC literature by exploring the role of similarities in religious teaching in enhancing EP and OC. The HPMPs are complemented by the SRT that enhance OC thereby improving EP.

This study paves way for addressing the OC problems being faced by the organizations. Organizational development interventions to enhance the OC and its effectiveness in overall performance enhancement are complemented by SRT. This becomes a trigger point for practitioners to initiate interventions based SRT.

Till now, there is no evidence examining the role of moderated mediation based on the SRT complementing HPMPs.

Cultural variance represents a significant challenge to policy designers and, in practice, to employers in the varied employment spaces. Providing workplace accessibility for the integration of various cultural groups requires deep thinking and creating unique possibilities for each group in accord with its particular heritage. Ultra-Orthodox society in Israel is a religious minority group that has undergone significant changes, from a desire to maintain total separation, to gradual integration into a variety of areas in Israeli society. In light of these changes, we sought to examine what policies should be adopted in order to improve ultra- Orthodox integration.

Methodologically, we examined the cultural variance of ultra-Orthodox academics in their workplace using combined methods. The study included 745 ultra-Orthodox academics who responded to an online questionnaire that examined the issue in question from various aspects. In addition, four focus groups were convened, in which discussion examined issues.

The study findings reveal that the integration policies of the various workplaces were above and beyond the expectations of the cultural diversity management approach. Although the study focused on the personal perspective of the ultra-Orthodox employees who integrated, the employers' open and accepting attitudes were very prominent. The participants' comments showed that the employers showed great consideration for their needs and exceptional cultural sensitivity towards the employees' temperament. This dialogue constitutes the basis for managing variance in a multicultural society. The understanding by the employer of the background and cultural legacy from which the worker has come, alongside the difficulties he must cope with constitutes, in itself, the basis for building a stable relationship between employer and worker and for optimal integration of a minority group in society.

The findings indicate that cultural adjustment is required in four areas: a. Adaptation from the social and cultural aspect in the workplace. b. The definition of different areas of employment specific to gender. c. Consideration of the employees' halachic needs d. Professional preparation for employees prior to their absorption.

This study is a pioneering one, examining the integration of ultra-Orthodox academics in the Israeli economy. This process is very significant in a political entity with different cultural identities. The acquisition of a higher education in ultra-Orthodox society in Israel and subsequent integration into the Israeli economy has a decisive cultural and economic impact on both the ultra-Orthodox and general societies simultaneously. An examination of the issue of integration of the ultra-Orthodox minority in employment is intended not only to investigate the character and nature of the process, but also to examine the place of multiculturalism in Western societies and the interaction between a minority group and the majority group, with an emphasis on employment.

Through activism, brands participate in the sociopolitical controversies that shape society today. Based on social identity theory, this study aims to examine the moderating effects of consumer–brand identification (CBI) and political ideology in explaining consumer responses to brand activism. Furthermore, the role of perceived marginalization that can arise in the case of consumer–brand disagreement is explored.

The hypothesized effects were tested in three experiments. Study 1 (n = 262) and Study 2 (n = 322) used a moderation analysis, which was supplemented by a mixed design analysis with repeated measures in Study 1. In Study 3 (n = 383), the mediating effect of perceived marginalization by the brand was tested using a moderated mediation model.

The results show that strong CBI as well as a conservative ideology buffer the negative effects of consumer–brand disagreement on brand attitude and word-of-mouth intentions. In the case of agreement with a brand’s stance, no direct or interactive effects of brand activism on consumer responses occur. Perceived marginalization by a brand mediates the effects of brand activism.

This study extends the “love is blind” versus “love becomes hate” debate to the realm of brand activism and finds evidence for the former effect. It also contributes to the research on political consumption by highlighting the role of political ideology as an important boundary condition for brand activism. Perceived marginalization is identified as a relevant risk for activist brands.

Despite being one of the most used dependent variables in expatriate management research, no clear-cut understanding exists of what expatriate success means. Thus, this study aims to propose an integrative definition of expatriate success by providing an overview of expatriate success's dimensions, antecedents, and their interplay.

A systematic literature review (SLR) was conducted to achieve the purpose. A total of 249 empirical studies (quantitative 111, qualitative 50, mixed-methods 17), literature reviews (67) and meta-analyses (4) on expatriate success were reviewed from Web of Science and Scopus databases published from 1990 until December 2021. The study selection criteria followed the PRISMA flowchart steps, and then descriptive and network analyses were performed to identify expatriates' success dimensions, antecedents and their interplay.

The findings show the interplay among antecedents and dimensions of expatriate success across three levels (individual, interpersonal and organisational) to clarify the concept of expatriate success. Also, the study offers a comprehensive definition of expatriate success based on the dimensions identified.

The suggested definition of expatriate success elucidates the “atheoretical”, multidimensional and socially constructed nature of the construct and hence, calls for more “theoretical”, multidimensional and subjective considerations of the term to ground human resource management practices addressed to attain expatriates' success.

This paper provides an integrative definition of expatriate success, giving greater insight into the construct, in addition to critically reflecting on it.

International construction joint ventures (ICJVs) implementation is plagued with several barriers, full understanding of which is still lacking due to a lack of an in-depth exploration of them, particularly in developing countries. To fill this knowledge gap, this study aims to investigate the critical barriers to the success of ICJVs hosted in developing countries by examining the Ghanaian case.

This study builds on a previous study that identified 37 barriers factors to ICJVs success via a systematic literature review. Through expert interviews, 34 potential barriers were identified, and a two-round survey was conducted with 84 ICJVs practitioners in Ghana. The data collected was analyzed using the combination of a multidimensional fuzzy logic method and confirmatory factor analysis.

Results showed that 22 barriers were critical. The top five most critical barriers were “lack of preparedness to accept company philosophy,” “competing objectives,” “opportunistic behavior of parties,” “conflicts” and “lack of management control.” Furthermore, the results uncovered and confirmed five significant underlying components for the 22 critical barriers, namely, organizational-related, cultural-related, knowledge-related, individual-related and logistics-related barriers.

The findings could be useful to ICJVs practitioners and policymakers in developing suitable strategies for the successful implementation of ICJVs. Further, foreign firms aiming to execute and promote ICJVs in Ghana could have prior knowledge of the critical barriers and prepare for them.

This study empirically analyzed the individual levels of barriers criticalities in ICJVs context and from a specific-country perspective – the developing country of Ghana – rather than in the context of construction joint ventures and from a cross-country perspective in extant studies.

This paper aims to analyze the implications of orality for management practices in a developing country such as Iran.

This paper relies on the seminal theory of Walter Ong (1982) and a leading line of anthropological research to analyze the implications of orality/literacy for management practices in Iran. The authors first define orality and literacy as distinct modes of communication and examine their conceptual properties. Then, the authors draw on the existing literature to analyze the five main management functions impacted by orality.

The analyses suggest that the predominance of orality in Iran is associated with a wide range of management practices, including short-term or unstructured planning, spontaneous decision-making, fluid organizational structure, the prevalence of interpersonal relations, authoritarian and traditional leadership and behavior-based controlling mechanisms.

While most studies have focused on the impacts of cultural dimensions and economic variables, this paper offers a novel approach to analyzing management practices. More specifically, the paper suggests that in addition to the implications of cultural dimensions and economic variables, the mode of communication, namely, orality/literacy, could have significant implications for management practices.