Language and cultural issues in intercultural service encounters : a case study of the Hong Kong airline service industry

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Language and cultural issues in intercultural service encounters : a case study of the Hong Kong airline service industry

 

Author: Wong, Nga Sze Alice
Title: Language and cultural issues in intercultural service encounters : a case study of the Hong Kong airline service industry
Degree: M.A.
Year: 2013
Subject: Intercultural communication -- Study and teaching.
Communicative competence.
Multicultural education.
Flight attendants -- China -- Hong Kong.
Hong Kong Polytechnic University -- Dissertations
Department: Dept. of English
Pages: 48 pages
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b2687632
URI: http://theses.lib.polyu.edu.hk/handle/200/7672
Abstract: Non-native English speaking flight attendants experience language and cultural problems when interacting with international passengers. Without the proper training to tackle these emerging problems, flight attendants do not have the cultural sensitivity and language proficiency to engage in intercultural service encounters. This project aims to address the challenges in intercultural transactions from flight attendants' perspective and to examine the necessity to have language proficiency and intercultural communicative competence training in airline service industry through in-depth interviews with current flight attendants in a Hong Kong airline company. The data was categorized into linguistic and/or cultural issues and the necessity of practical and effective training was explored from flight attendants' perspective.

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