Intercultural Communication in the Hospitality and Tourism Industry: A Study of Message Design Logic Across Two Cultures

Ng, Rachelle

Intercultural Communication in the Hospitality and Tourism Industry: A Study of Message Design Logic Across Two Cultures

Abstract

This research explores the relationship between cultural background and communication to increase understanding of intercultural workplaces in the hospitality and tourism industry. Questionnaires were given to industry workers in the United States and Singapore to survey their communication styles and communication preferences. This study reveals that industry workers in the United States and in Singapore differed in the messages they sent but shared similar perception of messages. Results also show a modification in communication strategies used by the Singaporean group when the message recipient’s power status changed from a supervisor to subordinate while the American group remained consistent. The research identifies benefits of offering training focused on communication differences between cultures to better equip and prepare workers in the hospitality and tourism industry for intercultural interactions in the workplace.

Date Issued

2017-12-01

Keywords

hospitality; tourism; diversity; intercultural communication; Singapore; United States

Committee Chair

Quagliata, Andrew

Degree Discipline

Hotel Administration

Degree Name

B.S., Hotel Administration

Degree Level

Bachelors of Science

Rights

Types

dissertation or thesis