Developing effective communication strategies for the Spanish and Haitian-Creole-speaking workforce in hotel companies

Worldwide Hospitality and Tourism Themes

Volumn 3, Issue 4, 2011, Pages 335-353

  Chen, Po Ju ^a   Okumus, Fevzi ^a   Hua, Nan ^b  

^a Khal)   (United States)

^b UNIVERSITY OF HOUSTON   (United States)

Author keywords

Communication; Cross cultural; Haitian Creole; Hospitality; Spanish language

Indexed keywords

EID: 84883720635     PISSN: 17554217     EISSN: 17554225     Source Type: Journal    
DOI: 10.1108/17554211111162453     Document Type: Article

References (48)

1. Adler, N.J. (1986), "Communicating across cultural barriers" in Adler, N.J. (Ed.), Inter-national Dimensions of Organizational Behavior, PWS-KENT Publishing, Boston, MA, pp. 50-73.
2. Asree, S., Zain, M., Razalli, M. (2010), "Influence of leadership competency and organizational culture on responsiveness and performance of firms" in International Journal of Contemporary Hospitality Management, Vol. 22, No. 4, pp. 500-16.
3. Ayoun, B., Moreo, P.J. (2008), "Does national culture affect hotel managers' approach to business strategy?" in International Journal of Contemporary Hospitality Management, Vol. 20, No. 2, pp. 7-18.
4. Chathoth, P.K., Mak, B., Sim, J., Jauhari, V., Manaktola, K. (2011), "Assessing dimensions of organizational trust across culture: a comparative analysis of US and Indian full service hotels" in International Journal of Hospitality Management, Vol. 30, No. 2, pp. 233-42.
5. Crotts, J., Erdmann, R. (2000), "Does national culture influence consumers' evaluations of travel services? A test of Hofstede's model of cross-cultural differences" in Managing Service Quality, Vol. 10, No. 6, pp. 410-19.
6. Downs, C.W., Hazen, M.D. (1977), "A factor analysis study of communication satisfaction" in Journal of Business Communication, Vol. 14, No. 3, pp. 63-73.
7. Ekiz, E., Au, N. (2011), "Comparing Chinese and American attitudes towards complaining" in International Journal of Contemporary Hospitality Management, Vol. 23, No. 3, pp. 327-43.
8. Fock, H., Chiang, F., Au, K.Y., Hui, M.K. (2011), "The moderating effect of collectivistic orientation in psychological empowerment and job satisfaction relationship" in International Journal of Hospitality Management, Vol. 30, No. 2, pp. 319-28.
9. Gong, W. (2009), "National culture and global diffusion of business-to-consumer e-commerce" in Cross Cultural Management: An International Journal, Vol. 16, No. 1, pp. 83-101.
10. Harris, P.R., Moran, R.T. (2000), Managing Cultural Differences: Leadership Strategies for a New World of Business, Gulf Publishing, Houston, TX.
11. Hofstede, G. (2001), Culture's Consequences, Comparing Values, Behaviors, Institutions, and Organizations across Nations, Sage, Thousand Oaks, CA.
12. Hsieh, Y.C., Lin, Y.H. (2010), "Bed and breakfast operators' work and personal life balance: a cross-cultural comparison" in International Journal of Hospitality Management, Vol. 29, No. 4, pp. 576-81.
13. Jogaratnam, G., Tse, E.C. (2006), "Entrepreneurial orientation and the structuring of organizations: performance evidence from the Asian hotel industry" in International Journal of Contemporary Hospitality Management, Vol. 18, No. 6, pp. 454-68.
14. Kim, Y.K., Lee, H.R. (2009), "Airline employee's service behavior toward different nationalities" in International Journal of Hospitality Management, Vol. 28, No. 3, pp. 454-65.
15. Lam, T., Baum, T., Pine, R. (2001), "Study of managerial job satisfaction in Hong Kong's Chinese restaurants" in International Journal of Contemporary Hospitality Management, Vol. 13, No. 1, pp. 35-42.
16. Lee, T.W., Mitchell, T.R., Sablynski, C.J. (1999), "Qualitative research in organizational and vocational psychology" in Journal of Vocational Behavior, Vol. 55, pp. 161-87.
17. Money, B., Crotts, J. (2003), "The effect of uncertainty avoidance on information search, planning, and purchases of international travel vacations" in Tourism Management, Vol. 24, No. 1, pp. 191-202.
18. Newburry, W., Yakova, N. (2006), "Standardization preferences: a function of national culture, work interdependence and local embeddedness" in Journal of International Business Studies, Vol. 37, pp. 44-60.
19. Newman, K.L., Nollen, S.D. (2007), "Culture and congruence: the fit between management practices and national culture" in Journal of International Business, Vol. 27, No. 4, pp. 753-79.
20. Øgaard, T. (2006), "Do organizational practices matter for hotel industry employees' jobs? A study of organizational practice archetypical configurations and job outcomes" in International Journal of Hospitality Management, Vol. 25, No. 4, pp. 647-61.
21. Okumus, F. (2008), "Strategic human resources issues in hospitality and tourism organizations" Tesone, D. (Ed.), Handbook of Human Resources Management in Hospitality, Elsevier, Oxford.
22. Okumus, F., Altinay, L., Roper, A. (2007), "Gaining access into organizations for qualitative research" in Annals of Tourism Research, Vol. 34, No. 1, pp. 4-26.
23. Reisinger, Y., Mavondo, F. (2006), "Cultural consequences on traveler risk perceptions and safety" in Tourism Analysis, Vol. 11, No. 4, pp. 265-84.
24. Reisinger, Y., Turner, L. (2002a), "Cultural differences between Asian tourist markets and Australian hosts: part 1" in Journal of Travel Research, Vol. 40, No. 3, pp. 295-315.
25. Reisinger, Y., Turner, L. (2002b), "Cultural differences between Asian tourist markets and Australian hosts: part 2" in Journal of Travel Research, Vol. 40, No. 4, pp. 374-84.
26. Taylor, M., Finley, D. (2010), "Acculturation, assimilation, and retention of international workers in resorts" in International Journal of Contemporary Hospitality Management, Vol. 22, No. 5, pp. 681-92.
27. Tsang, N.K.F. (2011), "Dimensions of Chinese culture values in relation to service provision in hospitality and tourism industry" in International Journal of Hospitality Management, Vol. 30, No. 3, pp. 670-9.
28. Welch, D.E., Welch, L.S. (2008), "The importance of language in international knowledge transfer" in Management International Review, Vol. 48, No. 3, pp. 339-60.
29. White, C. (2006), "Towards an understanding of the relationship between work values and cultural orientations" in International Journal of Hospitality Management, Vol. 25, No. 4, pp. 699-715.
30. Williamson, I.O., Burnett, M.F., Bartol, K.M. (2009), "The interactive effect of collectivism and organizational rewards on affective organizational commitment" in Cross Cultural Management: An International Journal, Vol. 16, No. 1, pp. 28-43.
31. Yin, R. (2003), Case Study Research: Design and Methods, 3rd ed., Sage, London.
32. You, X., O'Leary, J., Morrison, A., Hong, G. (2001), "A cross cultural comparison of travel push and pull factors: United Kingdom and Japan" in International Journal of Hospitality and Tourism Administration, Vol. 1, No. 3, pp. 3-19.
33. Berg, N., Holtbrügge, D. (2010), "Global teams: a network analysis" in Team Performance Management, Vol. 16, Nos 3/4, pp. 187-211.
34. Blenkinsopp, J., Pajouh, M.S. (2010), "Lost in translation? Culture, language and the role of the translator in international business" in Critical Perspectives on International Business, Vol. 6, No. 1, pp. 38-52.
35. Chen, J.S. (2000), "Cross-cultural differences in travel information acquisition among tourists from three Pacific-Rim countries" in Journal of Hospitality & Tourism Research, Vol. 24, No. 2, pp. 239-51.
36. Connaughton, S.L., Shuffler, M. (2007), "Multinational and multicultural distributed teams: a review and future agenda" in Small Group Research, Vol. 38, pp. 387-412.
37. Crotts, J. (2004), "The effect of cultural distance on overseas travel behaviors" in Journal of Travel Research, Vol. 43, No. 1, pp. 83-8.
38. Dana, R.H. (2009), "A cultural competency training model, cultural competency training in a global society" in International and Cultural Psychology Series, Vol. III, pp. 117-33.
39. Gray, J., Laidlaw, H. (2004), "Improving the measurement of communication satisfaction" in Management Communication Quarterly, Vol. 17, pp. 425-48.
40. Greenbaum, H.H., Clampitt, P., Willihnaganz, S. (1988), "Organizational communication: an examination of four instruments" in Management Communication Quarterly, Vol. 2, pp. 245-82.
41. Hofstede, G. (1989), "Organizing for cultural diversity" in European Management Journal, Vol. 7, No. 4, pp. 390-7.
42. Holtbrügge, D., Kittler, M.G. (2007), "Understanding misunderstanding in intra- and intercultural communication: findings of a Sino-German experiment" in Internationales Management im Umbruch, Vol. 4, pp. 341-70.
43. Kats, M.M.S., Hetty Van Emmerik, I.J., Blenkinsopp, J., Khapova, S.N. (2010), "Exploring the associations of culture with careers and the mediating role of HR practices: a conceptual model" in Career Development International, Vol. 15, No. 4, pp. 401-18.
44. Maloney, M.M., Zellmer-Bruhn, M.E. (2006), "Building bridges, windows and cultures: mediating mechanisms between team heterogeneity and performance in global teams" in Management International Review, Vol. 46, No. 6, pp. 697-720.
45. Mueller, B.H., Lee, J. (2002), "Leader-member exchange and organizational communication satisfaction in multiple contexts" in The Journal of Business Communication, Vol. 39, No. 2, pp. 220-45.
46. Tse, H.H.M., Dasborough, M.T., Ashkanasy, N.M. (2008), "A multi-level analysis of team climate and interpersonal exchange relationships at work" in The Leadership Quarterly, Vol. 19, No. 2, pp. 195-211.
47. Varona, F. (1996), "Relationship between communication satisfaction and organizational commitment in three Guatemalan organizations" in Journal of Business Communication, Vol. 33, No. 2, pp. 111-40.
48. Zwijze-Koning, K., de Jong, M. (2007), "Evaluating the communication satisfaction questionnaire as a communication audit tool" in Management Communication Quarterly, Vol. 20, No. 1, pp. 261-82.