Non-English Speaking Background Effects on Hospitality Front Desk Services: A Case Perspective from Western Australia

Suwarto, Titania

Suwarto T 2022 Public 2years.pdf (2.966Mb)

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Authors

Suwarto, Titania

Date

2022

Supervisor

Christof Pforr

Michael Volgger

Type

Thesis

Award

MPhil

Metadata

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Faculty

Business and Law

School

School of Management and Marketing

URI

http://hdl.handle.net/20.500.11937/89836

Collection

Curtin Theses

Abstract

Understanding cultural diversity in service delivery is crucial because different cultures have different traditions in conceptualising service delivery and quality. By employing interviews with 31 tourists, employees, and employers of serviced apartments in Western Australia (WA), this qualitative study finds that the cultural background of non-English speaking background front-desk staff might influence the essential attributes of front-desk services delivery, particularly attitude/ personality, communication skill, knowledge, experience, and understanding.