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‘Friction’ in cross-cultural service interactions: narratives from guests and service-providers of a five star luxury hotel

Cheok, Jason (2016) ‘Friction’ in cross-cultural service interactions: narratives from guests and service-providers of a five star luxury hotel. PhD thesis, Victoria University.

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Abstract

Service interactions are increasingly cross-cultural as invariably they now involve parties from different cultural groups. Tourism establishments, however, have not always been able to create successful cross-cultural service interactions as negative interactions are widely reported. Negative cross-cultural service interactions affect tourists’ and service hosts’ experiences, and disfavour tourism businesses. Thus, there is a need to understand what factors shape cross-cultural service interactions and how these factors might influence the outcomes of cross-cultural service interactions in international tourism.

Item Type: Thesis (PhD thesis)
Uncontrolled Keywords: cultural fiction paradigm, hotels, services, culture, international tourism, tourists,
Subjects: FOR Classification > 1504 Services
Faculty/School/Research Centre/Department > College of Business
Depositing User: VU Library
Date Deposited: 14 Oct 2016 01:50
Last Modified: 14 Oct 2016 01:50
URI: http://vuir.vu.edu.au/id/eprint/31820
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