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Customer Service Management for Tourism & Hospitality - Report

   

Added on  2020-06-03

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Customer Service Managementfor Tourism & Hospitality

TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1A. Hofstede’s model of cultural dimensions..........................................................................1B Evaluate the considerations of Eden Project management................................................4REFERENCES................................................................................................................................9

INTRODUCTIONHofstede's culture is a framework in cross cultural communication and In this report describesthe effect of different china culture and UK culture, it also describe the marketing mix to theEden Project management made some modification in their marketing mix in order to localculture china market. This country change their market strategies in seven p's of marketing mix,therefore its main target to attract the customer, visitor and expanding their business. It includeshow to increasing tour and tourism in this country and its consumer behaviours. The consumerbehaviours of this nations people depend on their demand, want, needs. China focus onincreasing the profitably of the business and promote the business, place also. They build arelationship with customer as wells as country also. A. Hofstede’s model of cultural dimensionsThe Hofstede's cultural dimensions theory is a framework for cross culturalcommunication which was developed by Geert Hofstede, this model helps to identify variouscultural difference among different countries or nations. There are different people havingdifferent cultures in the world trading with each other respectively. Culture plays an importantrole on the behaviour of people, such as consumer behaviour(Rallapalli and et.al ,2015).Consumer behavior is highly affected by culture and values, China is a developing country ascompared to United Kingdom therefore there is a huge difference among their culture as well asconsumer behaviour. People in china focus on developing their skills and knowledge by learningnew things whereas people in UK are already ahead in terms of skills and knowledge due toadvance technology and economy. The culture is UK is much more free and open as compared tochina, the people in united kingdom believes in living with freedom. China is a small countryand people there live together with harmony. Culture has a great influence on the purchasingdecisions of people living in different countries or nations. There are many types of culturalforces such as history, religion, family, language arts and education that influence consumerbehaviour. Chinese people like to bargain whereas people in UK do not get engage that much inbargaining. People in china do not believe in online shopping as they think the products will bedamaged or bad in quality, but UK people do online shopping with a high rate. People in UnitedKingdom follows western culture but Chinese are still adopting it. 1

According to Hofstede, there are furthermore two sorts of human culture: individualisticand collectivistic. In individualistic culture, people are narcissistic and search forfulfillment of their own targets, UK is a country that has slant towards on this sort ofsociety. Regardless, in a collectivistic culture, people from such society have a get-together outlook and search for basic accommodation to keep up store up congruity.China of course, as demonstrated by Hofstede's examination has scored a high assessingon group(Saleem and et.al, 2017).The second part of Hofstede's work on culture is uncertainty avoidance (UAI). Weaknessavoidance is concerned about the number of people in a country support formal measuresand settled case of life, as strategies for updating their security. Likewise, uncertaintyavoidance is about whether people get a kick out of the opportunity to put it all on theline. In a high uncertainty avoidance society, people are consistently associated with riskdeception. Contrast to this, in the low weakness avoiding social requests, people are allthe more anxious to comprehension and to explore new things. UK in Hofstede's researchhas scored a higher defenselessness avoidance record than China however thequalification isn't huge. The third point of view is Power Distance Index(PDI). "Power isolate is how much theless compelling people from affiliations and foundations (like the family) recognize andexpect that power is scattered unequally." Cultures that grasp low power evacuate expectand recognize control relations that are more consultative or law based. People relate toeach other more than reciprocals paying little notice to formal positions. Subordinates areall the more okay with and ask for the benefit to add to and assess the essential authorityof individuals with incredible impact. In high power isolate countries, less viablerecognize control relations that are more oppressive and paternalistic. Subordinatesperceive the vitality of others just in light of where they are situated in certain formal anddifferent leveled positions. In that limit, the power isolate record Hofstede portrays doesnot reflect an objective difference in control scattering, yet rather the way people seecontrol contrasts. China is high on PDI while Britain is low on PDI. The fourth viewpoint is of Masculinity (MAS), versus Femininity: "The scattering ofeager parts between the sexual introductions". Masculine social orders' characteristics are2

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