Intercultural Communication

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Intercultural Communication

Intercultural Communication代写 Intercultural communication skills are those required to communicate or share information with people from other cultures···

 

It is evident in the modern globalization that workplace is rapidly becoming vast as the business environment expands to include various geographic locations and numerous cultures. Intercultural communication skills are those required to communicate or share information with people from other cultures and social groups. It is difficult, however, to communicate with people using different language, age groups, status, education, and more, and hence, one requires intercultural skills and understanding.

Summary of the Article        Intercultural Communication代写

The article “Consumer complaint behavior of Asians and non-Asians about hotel services” by Ngai, Hueng, Wong, and Chan (2007) seeks to answer the question of demographic differences in communication behavior in customers. The research compared how Asian and non-Asian tourists respond to hotels services. In essence, the article analyzes how older and young, behave in response to hotel services. It also investigates how education level and culture effect complain behavior in tourism. It found that older people take complain publicly; people with higher education complain more and Asian tourist fears to complain using the appropriate channel and prefer lousy mouthing. The three demographic factors form the basis of the analysis.

Age Affects Customer Communication        Intercultural Communication代写

Age effect how a customer responds to the quality of service received (Moliner-Velázquez, Ruiz-Molina, and Fayos-Gardó, 2015). Adults or older people are more inclined to correct publicly without fear of public opinion compared to young people. Older people may feel not respected or their age not appreciated when hotel services do not meet the expected standards. The behavior is linked to the power distance culture of possessing a high level of power, status, and authority (Martin and Nakayama, 2015).

Intercultural Communication代写
Intercultural Communication代写

For instance, I once visited Hotel Lamanda in Singapore, and there was this older lady who was complaining that a waitress has been rude to her. The two had argued about the bill that the lady doubted, and this escalated to a heated conversation. The problem might be that the waitress used words and tone that the older lady perceived disrespectful, considering the age differences. The scene was a lesion that when communicating with older people, it is essential to mind the language used to avoid misinterpretation.

Education Level Affect Communication       Intercultural Communication代写

People with higher education tend to be considerate and moderate in approaching communication issues (Garín-Muñoz, Pérez-Amaral, Gijón, and López, 2016). As such, they prefer to complain about using the right channel and privately. The group is more vocal and active to complain. The behavior can be linked to power distance culture where they prefer to complain to the management rather than support staff (Martin, and Nakayama, 2015). For instance, most hotels I have visited have suggestion boxes to channel customer complain to the authority. These boxes mostly target those customers not willing to raise the issues publicly and prefer communicating with the management.

Consumer Culture Affects Communication Behavior     Intercultural Communication代写

Different countries have different cultures and hence affect the complaint behavior (Ngai, Hueng, Wong, and Chan, 2007). Asians do not like complaining compared to non-Asians. The response is linked to individualism and collectivism culture of complaint behavior where Asians prefer to bad mouth privately (Oetzel, 2017). I had experience with my local bakery when they served my neighbor stale bread. He had a chance to complain to the management for action. But he opted not to complain and went ahead to tell everyone how the bakery offers stale and rotten cakes and bread. It reminded me of the collectivity culture of complaining that organizations need to be aware and cautious.

References  Intercultural Communication代写

Intercultural Communication代写
Intercultural Communication代写

Garín-Muñoz, T., Pérez-Amaral, T., Gijón, C., & López, R. (2016). Consumer complaint behavior in telecommunications: The case of mobile phone users in Spain. Telecommunications Policy, 40(8), 804-820.

Moliner-Velázquez, B., Ruiz-Molina, M. E., & Fayos-Gardó, T. (2015). Satisfaction with service recovery: moderating effect of age in word-of-mouth. Journal of Consumer Marketing, 32(6), 470-484.

Martin, J. N., & Nakayama, T. K. (2015). Reconsidering intercultural (communication) competence in the workplace: A dialectical approach. Language and Intercultural Communication, 15(1), 13-28.

Ngai, E. W., Heung, V. C., Wong, Y. H. & Chan, F. K. (2007). Consumer complaint behavior of Asians and non-Asians about hotel services: An empirical analysis. European Journal of Marketing, 41(11/12), 1375-1391.

Oetzel, J. G. (2017). Effective intercultural workgroup communication theory. The International Encyclopedia of Intercultural Communication, 1-5.

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