{"id":"https://openalex.org/W187566824","doi":null,"title":"Cross-cultural awareness of hospitality staff: an evaluation of a pilot training program","display_name":"Cross-cultural awareness of hospitality staff: an evaluation of a pilot training program","publication_year":2000,"publication_date":"2000-09-22","ids":{"openalex":"https://openalex.org/W187566824","mag":"187566824"},"language":"en","primary_location":{"id":"mag:187566824","doi":null,"is_oa":false,"landing_page_url":"https://research.monash.edu/en/publications/cross-cultural-awareness-of-hospitality-staff-an-evaluation-of-a-","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null},"volume":null,"type":"article","indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5056667468","display_name":"Heather Mallinson","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Heather Mallinson","raw_affiliation_strings":["Department of Management"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5065149308","display_name":"Betty Weiler","orcid":"https://orcid.org/0000-0002-5407-9784","observed_orcids":["https://orcid.org/0000-0002-5407-9784"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Betty Weiler","raw_affiliation_strings":["Department of Management"],"raw_orcid":"https://orcid.org/0000-0002-5407-9784","affiliations":[{"raw_affiliation_string":"Department of Management","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":3,"citation_normalized_percentile":{"value":0.26055046,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":"7","issue":"1","first_page":"35","last_page":"44"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12584","display_name":"Hospitality and Tourism Education","score":0.9833999872207642,"subfield":{"id":"https://openalex.org/subfields/1409","display_name":"Tourism, Leisure and Hospitality Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12584","display_name":"Hospitality and Tourism Education","score":0.9833999872207642,"subfield":{"id":"https://openalex.org/subfields/1409","display_name":"Tourism, Leisure and Hospitality Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10907","display_name":"International Student and Expatriate Challenges","score":0.010900000110268593,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13795","display_name":"Language, Communication, and Linguistic Studies","score":0.0017000000225380063,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/intercultural-awareness","display_name":"intercultural awareness","score":0.9300000071525574},{"id":"https://openalex.org/keywords/cross-cultural-training","display_name":"intercultural training","score":0.8569999933242798},{"id":"https://openalex.org/keywords/hotel-staff-training","display_name":"hotel staff training","score":0.5839999914169312},{"id":"https://openalex.org/keywords/guest-service","display_name":"guest service","score":0.5040000081062317},{"id":"https://openalex.org/keywords/guest-satisfaction","display_name":"guest satisfaction","score":0.8740000128746033},{"id":"https://openalex.org/keywords/nonverbal-communication","display_name":"nonverbal communication","score":0.7419999837875366},{"id":"https://openalex.org/keywords/japanese-tourists","display_name":"Japanese tourists","score":0.5809999704360962},{"id":"https://openalex.org/keywords/cultural-awareness","display_name":"cultural awareness","score":0.31200000643730164},{"id":"https://openalex.org/keywords/training-evaluation","display_name":"training evaluation","score":0.6880000233650208},{"id":"https://openalex.org/keywords/hospitality-education","display_name":"hospitality education","score":0.4729999899864197},{"id":"https://openalex.org/keywords/international-travellers","display_name":"international travellers","score":0.5410000085830688},{"id":"https://openalex.org/keywords/intercultural-communication","display_name":"intercultural communication","score":0.46799999475479126},{"id":"https://openalex.org/keywords/moments-of-truth","display_name":"moments of truth","score":0.5339999794960022}],"concepts":[{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.7971916198730469},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.6287211179733276},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.585101842880249},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5576575994491577},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.5557182431221008},{"id":"https://openalex.org/C168646138","wikidata":"https://www.wikidata.org/wiki/Q11578821","display_name":"Cross-cultural","level":2,"score":0.5060192942619324},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4923778772354126},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.45662036538124084},{"id":"https://openalex.org/C2778012447","wikidata":"https://www.wikidata.org/wiki/Q1034415","display_name":"Scope (computer science)","level":2,"score":0.4438306391239166},{"id":"https://openalex.org/C509550671","wikidata":"https://www.wikidata.org/wiki/Q126945","display_name":"Medical education","level":1,"score":0.43453511595726013},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.39766931533813477},{"id":"https://openalex.org/C19417346","wikidata":"https://www.wikidata.org/wiki/Q7922","display_name":"Pedagogy","level":1,"score":0.35410168766975403},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.29727470874786377},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.23377230763435364},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.15014499425888062},{"id":"https://openalex.org/C19165224","wikidata":"https://www.wikidata.org/wiki/Q23404","display_name":"Anthropology","level":1,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"mag:187566824","doi":null,"is_oa":false,"landing_page_url":"https://research.monash.edu/en/publications/cross-cultural-awareness-of-hospitality-staff-an-evaluation-of-a-","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2265887728","https://openalex.org/W2340863389","https://openalex.org/W843375529","https://openalex.org/W7046273187","https://openalex.org/W613440528","https://openalex.org/W2900989454","https://openalex.org/W1863282394","https://openalex.org/W2519017430","https://openalex.org/W2282757329","https://openalex.org/W7057843364"],"abstract_inverted_index":{"Abstract":[0],"With":[1,406],"increasing":[2],"numbers":[3],"of":[4,16,27,56,74,78,95,121,131,151,158,176,186,217,247,269,328,350,353,360,391,424,436,450,459,468,516,522,532,541],"international":[5],"travellers":[6,150],"arriving":[7],"annually":[8],"in":[9,66,68,108,129,163,257,272,295,299,303,320,401,415,474],"Australia,":[10],"the":[11,52,75,79,81,89,96,100,103,110,122,164,178,215,241,267,280,321,348,357,361,388,430,447,460,520,523,530,533,539,542],"cross-cultural":[12,59,218,228,297,307,339,362,392,416,479,504,511],"awareness":[13,229,271,393],"and":[14,18,30,41,45,54,93,125,253,275,302,305,336,345,371,433,462,483,490,498,538,588],"skills":[15],"hospitality":[17,64,123,166,343,398],"tourism":[19],"staff":[20,34,233,311,344,400],"is":[21,71,155,231,427],"becoming":[22],"an":[23,72,117,126,171,195,413],"increasingly":[24],"important":[25],"component":[26],"guest":[28,199,273,277],"service":[29,33,179],"satisfaction.":[31,278],"Front-line":[32],"need":[35,130,234],"to":[36,39,84,183,214,261,334,346,409,477,502],"be":[37],"able":[38],"anticipate":[40],"`read'":[42],"guests'":[43],"verbal":[44],"non-verbal":[46],"communication":[47],"styles.":[48],"This":[49],"paper":[50,323],"discusses":[51],"development":[53],"evaluation":[55],"a":[57,156,198,201,292,325,338,351,421,466,517],"pilot":[58,104,337],"training":[60,230,286,308,340,363,394,463,469,480,505,512,524],"program":[61,90,341],"conducted":[62],"for":[63,160,309,342,355,373,378,395],"stair":[65],"Melbourne":[67],"1998.":[69],"Included":[70],"explanation":[73],"educational":[76],"underpinnings":[77],"program,":[80],"methodology":[82],"used":[83],"evaluate":[85],"its":[86],"success,":[87],"how":[88,585,587],"was":[91,106,243,287,324],"delivered":[92],"some":[94,113,169],"positive":[97],"outcomes":[98],"from":[99,200,240],"training.":[101,358],"Whilst":[102],"study":[105,111,206,225,242,281],"limited":[107,285,384],"scope,":[109],"presents":[112],"interesting":[114],"insights":[115],"into":[116],"often":[118],"overlooked":[119],"area":[120,127],"industry":[124,180,399],"much":[128],"further":[132],"research.":[133],"Keywords:":[134],"Hospitality":[135],"Education,":[136],"Cross-culture,":[137],"Australian":[138,165],"Education":[139],"Introduction":[140],"Cross-cultural":[141],"interaction,":[142],"whether":[143],"with":[144,148,197,471],"overseas":[145,374],"guests":[146],"or":[147,220,376,397,403,528,536,545],"domestic":[149],"diverse":[152],"ethnic":[153],"background,":[154],"fact":[157],"life":[159],"anyone":[161],"working":[162],"industry.":[167],"In":[168],"workplaces,":[170],"employee":[172],"may":[173],"experience":[174],"dozens":[175],"what":[177,232],"sometimes":[181],"refers":[182],"as":[184],"`moments":[185],"truth'":[187],"(Normann":[188],"1984,":[189],"p.":[190,314,455,486],"8)":[191],"every":[192],"day,":[193],"involving":[194],"exchange":[196],"different":[202,510],"culture.":[203],"A":[204,237,457],"previous":[205],"found":[207],"that":[208,223,244,283,419],"hotel":[209,396],"managers":[210,372],"generally":[211],"pay":[212],"lip-service":[213],"notion":[216],"awareness,":[219],"they":[221],"assume":[222],"language":[224],"rather":[226],"than":[227],"(Mallinson":[235],"1998).":[236],"conclusion":[238],"drawn":[239],"many":[245],"elements":[246],"culture":[248],"were":[249],"not":[250,265],"immediately":[251],"apparent,":[252],"until":[254],"interviews":[255],"succeeded":[256],"raising":[258],"these":[259],"issues":[260,298],"consciousness,":[262],"management":[263],"did":[264],"appreciate":[266],"significance":[268],"cultural":[270],"interactions":[274],"overall":[276],"Although":[279],"determined":[282],"only":[284],"being":[288],"undertaken,":[289],"respondents":[290],"indicated":[291],"genuine":[293],"interest":[294],"addressing":[296],"their":[300,310],"workplace,":[301],"encouraging":[304],"facilitating":[306],"(Mallinson,":[312],"1998,":[313],"72).":[315],"The":[316],"research":[317,385],"project":[318],"described":[319],"present":[322],"direct":[326],"result":[327],"this":[329,451],"interest;":[330],"it":[331,382],"set":[332],"out":[333],"develop":[335],"assess":[347],"usefulness":[349],"range":[352],"methods":[354],"evaluating":[356],"Much":[359],"literature":[364,464],"has":[365,386,443],"looked":[366],"at":[367],"preparing":[368],"business":[369],"people":[370],"postings,":[375],"students":[377],"education-abroad":[379],"programs,":[380],"but":[381],"appears":[383],"examined":[387],"specific":[389],"issue":[390],"Australia":[402],"even":[404],"globally.":[405],"particular":[407,475],"reference":[408],"Japanese":[410,437],"guests,":[411],"Bochner,":[412],"expert":[414],"communication,":[417],"states":[418],"`whereas":[420],"great":[422],"deal":[423],"statistical":[425],"information":[426],"available":[428],"about":[429,446],"demography,":[431],"destination,":[432],"economic":[434],"impact":[435],"tourists,":[438],"virtually":[439],"no":[440],"systematic":[441],"data":[442],"been":[444],"gathered":[445],"social":[448],"psychology":[449],"process'":[452],"(Bochner":[453],"1997,":[454],"8).":[456],"review":[458],"education":[461],"revealed":[465],"variety":[467],"approaches,":[470],"two":[472],"papers":[473],"attempting":[476],"classify":[478],"methods.":[481,506],"Gannon":[482],"Poon":[484],"(1997,":[485],"431)":[487],"employ":[488],"Gudykunst":[489],"Hammer's":[491],"(1983)":[492],"two-dimensional":[493],"matrix:":[494],"didactic":[495],"vs.":[496,500],"experiential,":[497],"culture-general":[499],"culture-specific,":[501],"categorise":[503],"Bennett":[507],"(1986)":[508],"classifies":[509],"approaches":[513],"by":[514],"way":[515],"three-dimensional":[518],"model:":[519],"nature":[521,531,540],"goals":[525],"(cognitive,":[526],"affective":[527],"behavioural),":[529],"content":[534],"(culture-general":[535],"culture-specific),":[537],"process":[543],"(intellectual":[544],"experiential)":[546],"(see":[547],"Figure":[548,550],"1).":[549],"1:":[551],"ORIENTATION":[552],"TRAINING":[553],"EDUCATION":[554],"Goals":[555],"Cognitive":[556,558],"Affective":[557,561],"Behavioral":[559,560,562],"Content":[563],"Culture":[564,566,568,570],"Specific":[565,567,569],"General":[571],"Who,":[572,575,578],"what,":[573,576,579],"when":[574,577,580],"&":[581,584],"where":[582,583],"where,":[586],"why":[589],"Process":[590],"Intellectual":[591,594],"Experiential":[592,593],"M.":[595],"\u2026":[596]},"counts_by_year":[{"year":2017,"cited_by_count":1}],"updated_date":"2026-09-29T14:09:16.559479","created_date":"2016-06-24T00:00:00"}