Power distance and its implications for upward communication and empowerment: Crisis management and recovery in hospitality services

International Journal of Human Resource Management

Volumn 24, Issue 19, 2013, Pages 3681-3696

  Koc, Erdogan ^a  

^a BALIKESIR UNIVERSITY   (Turkey)

Author keywords

Empowerment; Human resource management; Organisational communication; Power distance; Service recovery; Services marketing and management; Turkey

Indexed keywords

EID: 84893408289     PISSN: 09585192     EISSN: 14664399     Source Type: Journal    
DOI: 10.1080/09585192.2013.778319     Document Type: Article

References (90)

1. Askari, A., and Askari, F. (2011), 'The Effect of Justice in Attraction of Customer and for Compensate of Incomplete Services,' Journal of American Science, 7, 8, 450-458.
2. Bamford, D., and Xystouri, T. (2005), 'A Case Study of Service Failure and Recovery Within an International Airline,' Managing Service Quality, 15, 3, 306-322.
3. Batt, R. (2000), 'Strategic Segmentation in Front Line Services: Matching Customers, Employees and Human Resource Management Systems,' International Journal of Human Resource Management, 11, 540-561.
4. Bell, C.R. (1994), 'Turning Disappointment Into Customer Delight,' Editor and Publisher, 127, 32, 48-49.
5. Bhandari, M.S., and Polonsky, M.J. (2011), 'An Empirical Investigation of the Effect of Interaction Justice Perception on Consumer Intentions After Complaining,' Journal of Business Systems, Governance and Ethics, 2, 1, 11-20.
6. Bisel, R.S., Messersmith, A.S., and Kelley, K.M. (2012), 'Supervisor-Subordinate Communication Hierarchical Mum Effect Meets Organizational Learning,' Journal of Business Communication, 49, 2, 128-147.
7. Botero, C.I., and Van Dyne, L. (2009), 'Employee Voice Behavior: Interactive Effects of LMX and Power-Distance in the United States and Colombia,' Management Communication Quarterly, 23, 1, 84-104.
8. Bovee, C.L., and Thill, J.V. (2010), Business in Action, Upper Saddle River, NJ: Prentice Hall.
9. Bowen, D.E. (1990), 'Interdisciplinary Study of Service: Some Progress, Some Prospects,' Journal of Business Research, 20, 1, 71-79.
10. Bradley, G.L., and Sparks, B.A. (2009), 'Dealing With Service Failures: The Use of Explanations,' Journal of Business Research, 20, 1, 71-79.
11. Brew, F.P., and Cairns, D.R. (2004), 'Do Culture or Situational Constraints Determine Choice of Direct or Indirect Styles in Intercultural Workplace Conflicts?' International Journal of Intercultural Relations, 28, 5331-5352.
12. Brown, J.J., and Reingen, P.H. (1987), 'Social Ties and Word-of-Mouth Referral Behaviour,' Journal of Consumer Research, 14, 3, 350-362.
13. Carley, K.M., and Lin, Z. (1995), 'Organizational Designs Suited to High Performance Under Stress,' IEEE Transactions on Systems, Manand Cybernetics, 25, 2, 221-230.
14. Chen, P.J., Okumus, F., Huan, N., and Khaldoon, N. (2011), 'Developing Effective Communication Strategies for the Spanish and Haitian-Creole-Speaking Workforce in Hotel Companies,' Worldwide Hospitality and Tourism Themes, 3, 4, 335-353.
15. Chi, C.G., and Gursoy, D. (2009), 'Employee Satisfaction, Customer Satisfaction, and Financial Performance: An Empirical Examination,' International Journal of Hospitality Management, 28, 2, 245-253.
16. Choi, J., and Markus, H. (1998), 'Implicit Theories and Casual Attribution East and West,' unpublished manuscript, University of Michigan.
17. Czepiel, J., Solomon, M.R., and Surprenant, C.F. (1985), The Service Encounter, New York: Lexington Books.
18. Daft, R. (2008), Management, Mason, OH: Thomson South Western.
19. Doyle, P. (2008), Value-Based Marketing. Marketing Strategies for Corporate Growth and Shareholder Value (2nd ed.), West Sussex: John Wiley & Sons.
20. Fischer, U. (2000), 'Cultural Variability in Crew Discourse,' http://www.lcc.gatech.edu/,fischer/communication-final.pdf (retrieved 5 October 5 2003).
21. Fischer, U., and Orasanu, J. (1999), 'Say it Again Sam! Effective Communication Strategies to Mitigate Pilot Error,' in Proceedings of the 10th International Symposium on Aviation Psychology, Columbus, OH.
22. Folkes, V.S. (1984), 'Consumer Reactions to Product Failure: An Attributional Approach,' Journal of Consumer Research, 10, 398-409.
23. Folkes, V.S., and Kotsos, B. (1986), 'Buyers' and Sellers' Explanations for Product Failure: Who Done it?' Journal of Marketing, 50, 74-80.
24. Gopalan, R., and Narayan, B. (2010), 'Improving Customer Experience in Tourism: A Framework for Stakeholder Collaboration,' Socio-Economic Planning Sciences, 44, 2, 100-112.
25. Gruber, T., Szmigin, I., and Voss, R. (2009), 'Handling Customer Complaints Effectively: A Comparison of the Value Maps of Female and Male Complainants,' Managing Service Quality, 19, 6, 636-656.
26. Hart, C.W.L., Heskett, J.L.W., and Sasser, E. (1990), 'The Profitable Art of Service Recovery,' Harvard Business Review, 68, 148-156.
27. Hocutt, M.A., and Stone, T.H. (1998), 'The Impact of Employee Empowerment on the Quality of a Service Recovery Effort,' Journal of Quality Management, 3, 1, 117-132.
28. Hoffman, K.D., and Chung, B.G. (1999), 'Hospitality Recovery Strategies: Customer Preference Versus Firm Use,' Journal of Hospitality and Tourism Research, 23, 1, 71-84.
29. Hofstede, G. (1991), Cultures and Organization: Software of the Mind, Berkshire: McGraw-Hill.
30. Hofstede, G. (2001), Culture's Consequences: Comparing Values, Behaviors, Institutions and Organizations Across Nations, Thousand Oaks, CA: Sage.
31. Hofstede, G. (2010), 'Cross Cultural Dimensions,' http://www.geert-hofstede.com/hofstede_dimensions.php (accessed 10 January 2010).
32. House, R.J., Hanges, P.J., Javidan, M., Dorfman, P.W., and Gupta, V. (2004), Culture, Leadership and Organizations, Thousand Oaks, CA: Sage.
33. Hur, Y.K., and Adler, H. (2011), 'Employees' Perceptions of Restaurant Brand Image,' Journal of Food Service Business Research, 14, 4, 334-359.
34. Jacobson, R., and Aaker, A.D. (1987), 'The Strategic Role of Product Quality,' Journal of Marketing, 51, 31-44.
35. Karatepe, O.M., and Ekiz, E.H. (2004), 'The Effects of Organizational Responses to Complaints on Satisfaction and Loyalty: A Study of Hotel Guests in Northern Cyprus,' Managing Service Quality, 14, 6, 476-486.
36. Keaveney, S.M. (1995), 'Customer Switching Behavior in Service Industries: An Exploratory Study,' Journal of Marketing, 59, 71-81.
37. Kim, T., Kim, W.G., and Kim, H.B. (2009), 'The Effects of Perceived Justice on Recovery Satisfaction, Trust, Word-of-Mouth, and Revisit Intention in Upscale Hotels,' Tourism Management, 30, 1, 51-62.
38. Kim, W., Ok, C., and Gwinner, K.P. (2010), 'The Antecedent Role of Customer-to-Employee Relationships in the Development of Customer-to-Firm Relationships,' The Service Industries Journal, 30, 7, 1139-1157.
39. Kirkbride, P.S., Tang, S.F., and Westwood, R.I. (1991), 'Chinese Conflict Preferences and Negotiating Behavior: Cultural and Psychological Influences,' Organization Studies, 12, 3, 365-386.
40. Koc, E. (2010), 'Services and Conflict Management: Cultural and European Integration Perspectives,' International Journal of Intercultural Relations, 34, 1, 88-96.
41. Kokkranikal, J., Wilson, J., and Cronje, P. (2011), Human Empowerment, Management and Tourism, in Strategic Management in Tourism (2nd ed.), Wallingford: CAB International, pp. 158-181.
42. LaPlant, K. (1999), 'The Dow Corning Crisis: A Benchmark,' Public Relations Quarterly, 44, 2, 32-34.
43. Lawler, E.E., Mohrman, S.A., and Ledford, G.E. (1992), Employee Involvement and Total Quality Management, San Francisco, CA: Jossey-Bass.
44. Levitt, T. (1972), 'Production-line Approach to Service,' Harvard Business Review, 50, 5, 41-52.
45. Li, X.R., Lai, C., Harrill, R., Kline, S., and Wang, L. (2011), 'When East Meets West: An Exploratory Study on Chinese Outbound Tourists' Travel Expectations,' Tourism Management, 32, 4, 741-749.
46. Lin, J.S.C., and Liang, H.Y. (2011), 'The Influence of Service Environments on Customer Emotion and Service Outcomes,' Managing Service Quality, 21, 4, 350-372.
47. Lin, H., Wang, Y., and Chang, L. (2011), 'Consumer Responses to Online Retailer's Service Recovery After a Service Failure: A Perspective of Justice Theory,' Managing Service Quality, 21, 5, 511-534.
48. Lo, A.S., Stalcup, L.D., and Lee, A. (2010), 'Customer Relationship Management for Hotels in Hong Kong,' International Journal of Contemporary Hospitality Management, 22, 2, 139-159.
49. Low, Y.S.Y., Varughese, J., and Pang, A. (2011), 'Communicating Crisis: How Culture Influences Image Repair in Western and Asian Governments,' Corporate Communications: An International Journal, 16, 3, 218-242.
50. Luoh, H.F., and Tsaur, S.H. (2007), 'Gender Stereotypes and Service Quality in Customer Waitperson Encounters,' Total Quality Management and Business Excellence, 18, 9, 1035-1054.
51. Manzur, L., and Jogaratnam, G. (2007), 'Impression Management and Hospitality Service Encounter,' Journal of Travel and Tourism Marketing, 20, 3-4, 21-32.
52. Marwa, S., and Zairi, M. (2008), 'An Exploratory Study of the Reasons for the Collapse of Contemporary Companies and Their Link With the Concept of Quality,' Management Decision, 46, 9, 1342-1370.
53. Maslow, A. (1943), 'A Theory of Human Motivation,' Psychological Review, 50, 370-396.
54. Mattila, S.A. (2001), 'The Effectiveness of Service Recovery in a Multi-industry Setting,' Journal of Services Marketing, 15, 7, 583-596.
55. Mead, R. (2005), International Management: Cross-Cultural Dimensions (3rd ed.), Victoria: Blackwell.
56. Merkin, R. (2011), 'Middle-Eastern Impression Management Communication,' Cross Cultural Research, 46, 109-132.
57. Montoya, D.Y., and Briggs, E. (2013), 'Shared Ethnicity Effects on Service Encounters: A Study Across Three U.S. Subcultures,' Journal of Business Research, 66, 13, 314-320.
58. Mosquera, R.P.M., Uskul, A.K., and Cross, S.E. (2011), 'The Centrality of Social Image in Social Psychology,' European Journal of Social Psychology, 41, 4, 403-410.
59. Mostert, P.G., De Meyer, C.F., and van Rensburg, L.R.J. (2009), 'The Influence of Service Failure and Service Recovery on Airline Passengers' Relationships with Domestic Airlines: An Exploratory Study,' Southern African Business Review, 13, 2, 118-140.
60. Neir, V.C., Casielle, V.R., and Iglesia, V. (2010), 'The Effects of Customer Age and Recovery Strategies in a Service Failure Setting,' Journal of Financial Services Marketing, 15, 32-48.
61. Orasanu, J., Davison, J., and Fischer, U. (1997), 'What Did He Say? Culture and Language Barriers to Efficient Communication in Global Aviation,' in International Symposium on Aviation Psychology, pp. 673-678.
62. Patterson, P.F., Cowley, E., and Prasongsukarn, K. (2006), 'Service Failure Recovery: The Moderating Impact of Individual-Level Cultural Value Orientation on Perceptions of Justice,' International Journal of Research in Marketing, 23, 3, 263-277.
63. Pearson, C., and Clair, J. (1998), 'Reframing Crisis Management,' Academy of Management Review, 23, 1, 59-76.
64. Perkins, S.J., and Shortland, S.M. (2006), Strategic nternational Human Resource Management: Choices and Consequences in Multinational People Management, London: Kogan Page.
65. Pookulangara, S., and Koesler, K. (2011), 'Cultural Influence on Consumers' Usage of Social Networks and its' Impact on Online Purchase Intentions,' Journal of Retailing and Consumer Services, 18, 4, 348-354.
66. Rafiq, M., and Pervaiz, K.A. (1998), 'A Contingency Model for Empowering Customer-Contact Services Employees,' Management Decision, 36, 10, 686-693.
67. Reisinger, Y., and Crotts, J.C. (2010), 'Applying Hofstede's National Culture Measures in Tourism Research, Illuminating Issues of Divergence and Convergence,' Journal of Travel Research, 49, 2, 153-164.
68. Ro, H., and Chen, P.J. (2011), 'Empowerment in Hospitality Organizations: Customer Orientation and Organizational Support,' International Journal of Hospitality Management, 30, 422-428.
69. Rondeau, K.V. (1994), 'Getting a Second Chance to Make a First Impression: Service Recovery Programs for Laboratories,' Medical Laboratory Observer, 26, 1, 22-25.
70. Schneider, B., and Bowen, D.E. (1993), 'The Service Organization: Human Resources Management is Crucial,' Organizational Dynamics, 21, 4, 52-65.
71. Schutte, H., and Ciarlante, D. (1998), Consumer behavior in Asia, Hampshire: Macmillan Business.
72. Scott, N., Laws, E., and Prideaux, B. (2008), 'Tourism Crises and Recovery Strategies,' Journal of Travel and Tourism Marketing, 23, 2-4, 1-13.
73. Sharma, P., Tam, J.L.M., and Kim, N. (2009), 'Demystifying Intercultural Service Encounters Toward a Comprehensive Conceptual Framework,' Journal of Service Research, 12, 2, 227-242.
74. Sizoo, S., Plank, R., Iskat, W., and Serrie, H. (2005), 'The Effect of Intercultural Sensitivity on Employee Performance in Cross-Cultural Service Encounters,' Journal of Services Marketing, 19, 4, 245-255.
75. Solomon, M.R., Surprenant, C., Czepiel, J.A., and Gutman, E.G. (1985), 'A Role Theory Perspective on Dyadic Interactions: The Service Encounter,' Journal of Marketing, 49, 99-111.
76. Sparks, B.A., and McColl-Kennedy, J.R. (2001), 'Service Recovery Process: Justice Strategy Options for Increased Customer Satisfaction,' Journal of Business Research, 54, 3, 209-218.
77. Tam, L., and Duley, J. (2005), 'Beyond the West: Cultural Gaps in Aviation Human Factors Research,' in The Mini-Conference on Human Factors in Complex Sociotechnical Systems, April 25-28, Atlantic City, New Jersey.
78. Tax, S.S., Brown, S.W., and Chandrashekaran, M. (1998), 'Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing,' Journal of Marketing, 62, 2, 60-76.
79. Tebeaux, E. (1999), 'Designing Written Business Communication Along the Shifting Cultural Continuum: The New Face of Mexico,' Journal of Business and Technical Communication, 13, 1, 49-85.
80. Thwaites, E., and Williams, C. (2006), 'Service Recovery: A Naturalistic Decision-Making Approach,' Managing Service Quality, 16, 6, 641-653.
81. Ting-Toomey, S. (1988), 'Intercultural Conflict Styles,' in Theories in Intercultural Communication, eds. Y.Y. Kim and W.B. Gudykunst, Beverly Hills, CA: Sage, pp. 213-235.
82. Turkish Travel Agencies Association (2010), Various tourism statistics [Internet]. http://www.tur-sab.org.tr/content/turkish/istatistikler (accessed 17 October 2010).
83. Worchel, S. (2005), 'Culture's Role in Conflict And Conflict Management: Some Suggestions, Many Questions,' International Journal Intercultural Relations, 29, 6, 739-757.
84. World Bank (2007), 'Country Profiles Data,' http://web.worldbank.org/WBSITE/EXTERNAL/COUNTRIES/ECAEXT/TURKEYEXTN/0menuPK:361718,pagePK:141159,piPK:141110,theSitePK:361712,00.html (accessed 10 March 2010).
85. World Bank (2011), 'Country Statistical Data Base,' http://web.worldbank.org/WBSITE/EXTERNAL/DATASTATISTICS/0,contentMDK:20541648,menuPK:64133156, pagePK: 64133150, piPK:64133175, theSitePK:239419, isCURL:Y, isCURL:Y,00.html (accessed 30 November 2011).
86. WTO (2006), Selected Tourism Statistics, World Tourism Organisation, Madrid. www.world-tourism.org/frameset/frame_statistics.html (accessed 14 February 2007).
87. Xie, A., Rau, P.L.P., Tseng, Y., Su, H., and Zhao, C. (2009), 'Cross-Cultural Influence on Communication Effectiveness and User Interface Design,' International Journal of Intercultural Relations, 33, 1, 11-20.
88. Yuksel, A., Kilinc, U.K., and Yuksel, F. (2006), 'Cross-National Analysis of Hotel Customers' Attitudes Toward Complaining and Their Complaining Behaviours,' Tourism Management, 27, 1, 11-24.
89. Zemke, R., and Bell, C. (1990), 'Service Recovery: Doing it Right the Second Time,' Training, 27, 6, 42-48.
90. Zhang, Y., and Begley, T.M. (2011), 'Power Distance and its Moderating Impact on Empowerment and Team Participation,' International Journal of Human Resource Management, 27, 17, 3601-3617.