| 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: | Department of English |
| Pages: | 48 pages |
| Language: | English |
| 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. |
| Rights: | All rights reserved |
| Access: | restricted access |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b26876322.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 1.24 MB | Adobe PDF | View/Open |
Copyright Undertaking
As a bona fide Library user, I declare that:
- I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
- I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
- I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.
Please use this identifier to cite or link to this item:
https://theses.lib.polyu.edu.hk/handle/200/7672