Factors Influencing Intercultural Sensitivity of Hospitality Employees
International Journal of Hospitality and Tourism Administration, vol.22, no.1, pp.26-44, 2021 (ESCI, Scopus)
- Publication Type: Article / Article
- Volume: 22 Issue: 1
- Publication Date: 2021
- Doi Number: 10.1080/15256480.2018.1547236
- Journal Name: International Journal of Hospitality and Tourism Administration
- Journal Indexes: Emerging Sources Citation Index (ESCI), Scopus, Academic Search Premier, IBZ Online, Business Source Elite, Business Source Premier, CAB Abstracts, Hospitality & Tourism Complete, Hospitality & Tourism Index, PAIS International, Public Affairs Index, DIALNET
- Page Numbers: pp.26-44
- Keywords: Intercultural sensitivity, intercultural service encounters, hospitality, service encounter, culture
- Uşak University Affiliated: Yes
Abstract
This study investigates the factors influencing the development of intercultural sensitivity among hospitality employees. The study particularly looks at the relationship between intercultural sensitivity levels of hospitality employees and their previous educational work experiences. Based on a survey (Intercultural Sensitivity Scale) scale with 443 hospitality employees overall means were calculated. Results of the analysis show that exposure to other cultures by participating previously in student exchange programs (e.g. ERASMUS), work and travel programs, and spending long periods of time abroad increased people’s intercultural sensitivity. Interestingly though, the study found that having formal tourism and hospitality education did not have any influence on the level of intercultural sensitivity of hospitality employees.