Managerial competence within the hospitality and tourism service industries : global cultural contextual analysis / John Saee.

ISBN:

9780415385961

Title:

Author:

Saee, John.

Personal Author:

Saee, John.

Edition:

1st ed.

Publication Information:

London, England : Routledge, 2006.

Physical Description:

xiii, 266 p. ; 24 cm.

Series:

Routledge advances in management and business studies ; 31

Series Title:

Routledge advances in management and business studies ; 31

Contents:

Intercultural communication competence and managerial functions within the Australian hospitality and tourism service industries -- Communication, culture and managerial functions -- Theoretical perspectives on intercultural communication -- Profile of the Australian hospitality and tourism service industries : challenges of cultural diversity -- Research methodology -- Results and analysis -- Conclusion.

Subject Term:

Hospitality industry -- Management.

Tourism -- Management.

Format:

Books

Electronic Access:

Table of contents only http://www.loc.gov/catdir/toc/ecip068/2006004796.html

Publication Date:

2006

Publication Information:

London, England : Routledge, 2006.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
647.94068 SAE	Week loan	1	Standard shelving location	Searching... Unknown

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Summary

This book examines cross-cultural managerial competence across all managerial functions. Focusing particularly on the hospitality and tourism industry, editor Saee examines the cross-cultural implications of planning: workplace communication, recruitment/promotion, induction, training, supervision, industrial relations, management of change, customer service, financial management and marketing.

Incorporating well-structured discussion, this book demonstrates an excellent balance of theory and practical application, and takes an innovative angle on the analysis of the host countries managers, undergoing culture shock. This volume will be useful to students across many disciplines including cross-cultural studies, international business and tourism.

List of illustrations	p. x
Preface	p. xii
Acknowledgements	p. xiv
1 Intercultural communication competence and managerial functions within the Australian hospitality and tourism service industries	p. 1
1.1 Statement of the research study	p. 1
1.2 Cultural diversity within Australian society and its organisations with reference to the Australian hospitality and tourism service industries	p. 4
1.3 Cultural diversity and managerial functions in Australia	p. 5
1.4 Cultural diversity and communication within the Australian hospitality and tourism service industries	p. 6
1.5 Theoretical perspectives on intercultural communication	p. 7
1.6 Justification for the study	p. 9
1.7 Research methodology	p. 11
1.8 Research aims	p. 11
1.9 Research objectives	p. 12
1.10 Research questions	p. 12
1.11 Structure of the research study	p. 13
1.12 Definitions of the terms used in this study	p. 14
2 Communication, culture and managerial functions	p. 17
2.1 The nexus between communication and management	p. 17
2.2 Communication	p. 19
2.3 Culture and communication	p. 21
2.4 What is culture?	p. 21
2.5 Major obstacles to intercultural communication	p. 23
2.6 Cultural diversity and communication	p. 28
2.7 Culture and management	p. 29
2.8 Australia's multiculturalism	p. 38
2.9 Australia's Anglo culture: dominant culture	p. 39
2.10 Benefits of cultural diversity	p. 42
2.11 Managing a culturally diverse workforce in Australia	p. 43
2.12 Key managerial functions	p. 44
2.13 Corporate culture	p. 49
3 Theoretical perspectives on intercultural communication	p. 51
3.1 English language as a "panacea" for ineffective intercultural communication	p. 51
3.2 Psychological theories of intercultural communication	p. 53
3.3 General systems theory of intercultural communication	p. 55
3.4 Uncertainty reduction theory of intercultural communication	p. 58
3.5 Convergence theory of intercultural communication	p. 65
3.6 Interpersonal theory of intercultural communication	p. 67
3.7 Intercultural communication competence defined	p. 73
3.8 Conclusion	p. 77
4 Profile of the Australian hospitality and tourism service industries: challenges of cultural diversity	p. 79
4.1 Introduction to the Australian hospitality and tourism service industries	p. 79
4.2 Challenges of cultural diversity within the Australian hospitality and tourism service industries	p. 80
4.3 The link between managerial communication and effective management performance within the Australian hospitality and tourism service industries	p. 84
4.4 Current weaknesses in management practices in the Australian hospitality and tourism service industries	p. 91
4.5 Profile of a culturally diverse clientele: implications for training in the Australian hospitality and tourism service industries	p. 94
4.6 Future demands for fluency in languages other than English (LOTE) for staff within the Australian hospitality and tourism service industries	p. 96
4.7 Profile of the hospitality/tourism training in Australia	p. 98
4.8 Conclusion	p. 106
5 Research methodology	p. 108
5.1 Research aims	p. 108
5.2 Research objectives	p. 108
5.3 Research questions	p. 109
5.4 Research methodology and rationale	p. 110
5.5 Methodology overview	p. 112
5.6 Profiles of representative organisations in brief	p. 114
5.7 Means of gaining relevant phenomenological information	p. 118
5.8 Phenomenological information collection procedure	p. 123
5.9 Ethical issues	p. 125
5.10 Further quality and bias checks	p. 125
6 Results and analysis	p. 127
6.1 Use of tables	p. 127
6.2 Research question no. 1	p. 128
6.3 Research question no. 2	p. 139
6.4 Research question no. 3	p. 147
6.5 Research question no. 4	p. 151
6.6 Research question no. 5	p. 156
6.7 Research question no. 6	p. 168
6.8 Research question no. 7	p. 176
6.9 Research question no. 8	p. 201
6.10 Conclusion	p. 202
7 Conclusion	p. 211
7.1 Introduction	p. 211
7.2 Rationale for the study	p. 211
7.3 Major contributions of this study	p. 219
7.4 Limitations of the study in this research	p. 220
7.5 Implications of the present study for management training	p. 220
7.6 Directions for further research	p. 221
Bibliography	p. 222
Index	p. 259

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Table of Contents