Power distance and its implications for upward communication and empowerment: crisis management and recovery in hospitality services
Power distance and its implications for upward communication and empowerment: crisis management and recovery in hospitality services
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DOI：
10.1080/09585192.2013.778319
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发表时间：
2013-09
期刊：
影响因子：
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通讯作者：
E. Koç
中科院分区：
文献类型：
--
作者：
E. Koç
本研究从下属在服务危机和恢复情况下与上级沟通时所使用的表达方式的角度，探讨权力距离对权力距离文化(土耳其)和权力距离文化(英国)的影响。调查结果表明，在土耳其，下属在面对服务危机时，会使用更多缓和和间接的表达方式，这可能会导致延迟识别和解决客户问题。这反过来被认为会导致客户忠诚度的形成失败，并导致客户转换行为的增加。
This study explores the influence of power distance in a relatively high power distance culture (Turkish) and a relatively low power distance culture (British) from the viewpoint of the expressions used by subordinates when communicating with their superiors in situations of service crises and recovery. The findings suggest that in Turkey subordinates use much more mitigated and indirect expressions when faced with service crises which may lead delays in the identification and solving of customer problems. This, in turn, is believed to cause a failure in the formation of customer loyalty and an increase in the customer switching behaviour.