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This paper aims to present an approach to intercultural training (IT) in which course participants are informed about various approaches to differences between peoples. Pitfalls in communication are identified that are due to overgeneralization of incidental observations of behavior and to psychological mechanisms such as stereotyping, ethnocentrism and attribution. Effects of poor command of a second language and paralinguistic factors are also included.

Intercultural communication training or IT programs often over-generalize incidental observations and make attributions about broad differences between “us” and “others”. An approach to IT is described that challenges the way in which notions about “culture” and “cultures” tend to be used.

A training module based on the principles mentioned is described that was originally developed for military officers preparing for international peace-keeping and peace-building missions and later has been administered in various settings and countries.

An exit questionnaire and postmission interviews have suggested positive effects of the training, but more systematic evaluation research is needed.

Cross-cultural communication (3C) training is mostly about how other people differ from “us”. Better understanding may be gained with an approach that emphasizes how much humans everywhere are alike and that perceived differences can also be in the eye of the beholder.

Mutual understanding is critical to positive interaction. The approach to 3C training taken here explains how much humans everywhere are alike and puts manifest differences into perspective.

The training module builds on available knowledge, notably from cross-cultural psychology. Except for a questionnaire to demonstrate ethnocentrism, there is hardly new information. However, the approach arranges available knowledge in a way that is rather novel for the field of 3C training.

This study aims to examine the relationship between knowledge management and career development in an era characterized by high levels of youth unemployment and a demand for specialized skills. Despite the increasing transition to a knowledge-based economy, there is a significant gap between young people’s skills and career readiness, necessitating an in-depth analysis of the role of knowledge management at the individual, organizational and national levels.

The authors conducted a qualitative study using the theory-context-characteristics-methodology approach based on a systematic literature review. The authors created an ecological framework for reflecting on knowledge management and career development, arguing for a multidisciplinary approach that invites collaboration across sectors to generate innovative and reliable solutions.

This study presents a comprehensive review of the existing literature and trends, noting the need for more focus on the interplay between knowledge management and career development. It emphasizes the need for businesses to promote the acquisition, storage, diffusion and application of knowledge and its circulation and exchange to create international business human capital.

The findings may help multinational corporations develop managerial training programs and recruitment strategies, given the demand for advanced knowledge-based skills in the modern workspace. The study also discusses the influences of education, experience and job skills on business managers’ performance, guiding the future recruitment of talents.

To the best of the authors’ knowledge, this review is among the first to assess the triadic relationship between knowledge management, career development and the global unemployment crisis. The proposed multidisciplinary approach seeks to break down existing silos, thus fostering a more comprehensive understanding of how to address these ongoing global concerns.

The cruise sector's workforce is highly diverse in terms of nationalities, age, and gender. However, diversity in the workforce does not guarantee business success.

Decades of research on the effects of diversity indicate that it can negatively or positively affect an organization's performance. A more diverse workforce does not automatically perform better financially, feels more committed to their companies, nor experiences higher levels of satisfaction. Indeed, data suggest diversity may produce more conflict, employee turnover, but if well managed can lead to greater creativity and innovation.

This chapter explores the cruise industry's diversity and inclusion challenges and management practices. To examine what cruise companies are doing in this field, we reviewed the public data of the four largest cruise companies. We analyzed how these companies define diversity, their commitment to inclusion, their practices, their metrics, and their primary objectives.

Firstly, there is no theoretical model that includes all variables that affect the management of diversity in the cruise sector. Secondly, companies communicate a commitment to inclusion in their corporate social responsibility (CSR) reports and refer to similar policies implemented by the hospitality industry. Thirdly, the main challenges are the multicultural environment and the limited female representation.

The major limitation of this study is the data source. We recommend further studies supported by nonpublic company data. We encourage cruise industry leaders to support the research to develop an empirically tested model that captures the specific variables that affect diversity management in the industry.

Building on associative priming, anthropomorphism and biophilia theories, this study aims to explain that a natural–organic (that shows a natural object) and an anthropomorphised natural–organic logo (that shows an anthropomorphised natural object) both act as primes and imbue specific product value perceptions, which subsequently influence willingness to pay a premium price when products have not been used by or are unfamiliar to consumers.

Two between-subjects experiments were conducted with different products (one with real, but unfamiliar to consumers brand and another with a fictitious brand). Structural equation modelling was used to test the hypotheses.

Experimental studies showed that natural–organic logos evoked stronger utilitarian (functional and economic) value perceptions, which triggered greater willingness to pay a premium price compared to anthropomorphised natural–organic logos. The effect of hedonic (emotional and novelty) values on willingness to pay a premium price was stronger when an anthropomorphised natural–organic logo was used.

This research offers novel theoretical contributions highlighting the importance of careful logo design to imbue desired value perceptions when products have not been consumed or trialled.

Anthropomorphised natural–organic and natural–organic logos can provide different benefits to brand managers and can be used strategically to form desired value perceptions before products are consumed. Brands that wish to enhance premium pricing via hedonic values should consider using an anthropomorphised natural–organic logo. Natural–organic logos may be more suitable for brands that want to emphasise superior utilitarian values.

To the best of the authors’ knowledge, this research provides the first empirical assessment of the differential effects of the two forms of natural–organic logos on value perceptions and willingness to pay premium price.

This study examines the effect of face on consumer responses to socially responsible hospitality brands and the influence of the consumption setting. Based on the literature on face concern, the consumption setting is expected to influence the effect of face on consumer responses to socially responsible brands.

An experimental design with face concern (low vs high) under two consumption settings (private vs public) was adopted for a fictitious hotel involved in community service. To test this design, 360 participants were recruited.

The results showed that face positively affected consumer responses to socially responsible hospitality brands. Consumers with a high (vs low) level of face concern had higher purchase intention and a greater propensity to spread positive word-of-mouth for hospitality brands with strong corporate social responsibility (CSR) associations. In addition, the favorable effect of face concern on consumer responses was more pronounced in a public consumption setting than in a private consumption setting.

Hospitality service managers could strengthen the physical evidence of CSR brands during service encounters. This strategy would be more effective for consumers who have a high level of face concern and lead to an increase in revisit intention.

This study highlights the effect of face on consumer responses to CSR brands and the influence of the consumption setting. Managerial implications for hospitality service managers regarding communication and brand management strategies are discussed.

To understand differences in visitors' travel motivations, this study investigates the relations between personal values and travel motivations as well as the moderating effects of visit experience, age and gender on values–motivations relations among Australian visitors visiting Indonesia.

The multigroup confirmatory factor analysis (MGCFA) was performed using Analysis of Moment Structures (AMOS) to assess the constructs' validity across groups (potential vs repeat visitors; younger vs older visitors; male vs female visitors). A group model comparison thus was run in the multigroup analysis to test whether any differences in values–motivations relationships were significant across the groups.

This study shows that travel motivations are associated with values in a systematic way, and values–motivations relations can vary by age, gender and visit experience. Specifically, self-enhancement values are associated with escape-seeking motivation and conservation values are associated with assurance-seeking motivations. Whilst, there is no associations found between openness to change values and novelty-seeking motivations and between self-transcendence values and interaction-seeking motivations. Further, values influence travel motivations for potential but not repeat visitors and for younger but not older visitors.

Tailoring marketing strategies to align with visitors' personal values and travel motivations is crucial. Further, acknowledging the moderating influences of visit experience, gender and age in values–motivations relations enables destination marketers to create more effective and targeted approaches for diverse demographic groups in marketing, promotions and destination development.

This study for the first time provides a better explanation on how the travel motivations are formed in relation to values, age, gender and visit experience.

The purpose of this paper is to develop and test an integrated model to examine the relationship between work engagement and three facets of perceived job performance (PJP). The authors argue that work engagement might not optimally improve PJP unless it is channelized through information and communication technology orientation.

Data for the present research were collected from higher educational institutes in the northern region of India by using a convenient sampling technique. Results of structural equation modeling (SEM) through AMOS 20 revealed that work engagement facilitates all three facets i.e. task performance, contextual performance and adaptive performance of teaching professionals. Furthermore, SEM results established the partial mediating effect of information and communication technology orientation between work engagement, task performance, contextual performance and adaptive performance.

Findings from present research contribute theoretically as well as practically to job performance and work engagement literature by giving insights to administrators and practitioners on how to improve the overall job performance of teaching professionals by enhancing their engagement and addressing their need for digital know-how.

To the best of the authors’ knowledge, this study is one of the first to study the impact of work engagement and information and communication technology on the three facets of PJP using a diverse sample of 1030 teachers from universities in North India.

The purpose of this study is to explore the acculturation caused by the Korean wave among Indonesian Muslim consumers, especially in the food and cosmetic sectors, based on religious grounds.

Data were collected through focus group interviews with 20 Muslim respondents in Indonesia.

The findings specifically highlighted that Muslim consumers’ acceptance of Korean products varied. Muslim consumers’ acceptance was influenced by similarities and differences in values between Islamic and Korean cultures. Consumers categorised into each acculturation mode (assimilation, separation, integration and marginalisation) showed different behavioural patterns in Korean product acceptance. This study proposes that global products can be optimised through specific and targeted marketing campaigns for different types of Muslim consumers with products that comply with their religious values.

Few studies have explored the importance of religious values (e.g. righteousness, compassion and respect for others) with respect to the acceptance of foreign products in the acculturation context. Additionally, how values from other cultures reconcile with the Indonesian Muslims’ affinity for Korean culture has been limitedly studied. This study aims to fill these gaps by identifying the role of religious factors in the acceptance of global products by taking the example of Indonesian Muslim consumers and Korean products.

This study aims to investigate Vietnamese hotel workers’ use of national stereotypes in cross-cultural service encounters. The study extends the existing knowledge on service failures and recovery attempts by illustrating how national stereotypes could inform these decisions through the lens of the script theory.

In this qualitative study, 34 service providers were interviewed about their experience in dealing with guests from different countries in Vietnamese hotels.

Service providers categorised guests based on their countries of origin to predict their behaviour prior to guest arrivals. When the guest’s behaviour matches the expectations, the service encounters went smoothly by following existing scripts. If there is a discrepancy between the guest behaviours and expectations, it could lead to service failure and the need for new scripts. Appropriate interventions in this process could turn anecdotes into accumulated understanding of guest behaviour for better service and guest experience as a new application of national stereotypes.

This study advances cross-cultural service encounter research by integrating national stereotypes and script theory. It sheds new light on how national stereotypes could inform service delivery and recovery attempts in service organisations.

本研究旨在调查越南酒店员工在跨文化服务遭遇中使用民族刻板印象的情况。研究通过脚本理论的视角阐释了国家的刻板印象如何为这些决定提供信息, 扩展了现有的服务失败和恢复尝试的知识。

在这项定性研究中, 采访了34家服务提供商, 了解他们在越南酒店与来自不同国家的客人打交道的经历。

服务提供商根据客人的原籍国对他们进行分类, 以预测他们在客人抵达前的行为。当客人的行为符合预期时, 通过遵循现有脚本, 服务接触会顺利进行。如果客人的行为和期望之间存在差异, 可能会导致服务失败, 并需要新的脚本。作为国家刻板印象的新应用, 在这一过程中进行适当的干预可以将轶事转化为对客人行为的累积理解, 以提供更好的服务和客人体验。

本研究通过整合民族刻板印象和脚本理论, 推进跨文化服务遭遇研究。它揭示了在服务组织中, 国家的刻板印象如何影响服务提供和恢复尝试。

Este estudio tiene como objetivo investigar el uso de los estereotipos nacionales por parte de los trabajadores hoteleros vietnamitas en el encuentro intercultural de servicios. El estudio amplía el conocimiento existente sobre los fallos en el servicio y los intentos de recuperación al ilustrar cómo los estereotipos nacionales podrían influir en estas decisiones a través de la teoría del guion.

En este estudio cualitativo, se entrevistó a 34 proveedores de servicios sobre su experiencia en el trato con huéspedes de diferentes países en hoteles vietnamitas.

Los proveedores de servicios clasificaron a los huéspedes en función de sus países de origen para predecir su comportamiento antes de su llegada. Cuando el comportamiento de los huéspedes coincide con las expectativas, los encuentros con el servicio se desarrollaron sin problemas siguiendo los guiones existentes. Si hay una discrepancia entre los comportamientos y las expectativas de los huéspedes, podría provocar un fallo en el servicio y la necesidad de nuevos guiones. Las intervenciones consideradas apropiadas en este proceso podrían convertir las anécdotas en una comprensión acumulada del comportamiento de los huéspedes, lo cual mejoraría el servicio y la experiencia de los huéspedes como una nueva aplicación de los estereotipos nacionales.

Este estudio avanza en la investigación de encuentros de servicio interculturales mediante la integración de estereotipos nacionales y la teoría del guion. Además, arroja nueva luz sobre cómo los estereotipos nacionales podrían influenciar la prestación de servicios y los intentos de recuperación en las organizaciones de servicios.