Impact of national culture on the quality of information delivery in services

Gnanlet, Adelina; Yayla‐Küllü, H. Müge

doi:10.1007/s11628-013-0191-0

Cited by 13 publications

(6 citation statements)

References 44 publications

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“…Iako kultura i komunikacija imaju uticaja jedna na drugu, važno je napraviti razliku između osobina ovih konstrukata, kako bi se pravilno shvatio njihov složeni odnos (Gnanlet & Yayla-Kullu, 2014;Dragin, 2015, p. 13-26). Tako kultura, kao prvi konstrukt od važnosti za ovo istraživanje, objedinjuje svesne i nesvesne modele ponašanja, a njenu temeljnu srž čini tradicija, kao i vrednosti koje se vezuju uz istu (Rouse, 2005, p. 191).…”

Section: Pregled Literatureunclassified

“…Te činjenice svesni su, kako zaposleni, tako i sama aviokompanija. U današnjim uslovima poslovanja, borba za lojalnost putnika je prioritet koji kompanije postavljaju pred svoje zaposlene, a koja se može postići samo ukoliko zaposleni konstantno rade na svojoj edukaciji i praćenju trendova, na šta ukazuju i istraživanja drugih autora (Gnanlet & Yayla-Kullu, 2014;Stojanović et al, 2018).…”

Section: Rezultati I Diskusijaunclassified

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Internal and external communication of the cabin crew within 'Qatar Airways' airline

Perčević¹,

Dragin²,

Mijatov³

2020

Marketing

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In addition to the fact that communication is important for everyday life, it could also be considered as a determinant of business performances, on the basis of knowledge or ignorance of cultural differences between the stakeholders throughout their business interactions. Accordingly, this research is based on an analysis regarding the behavioral standards and acceptable values that one global company represents to its employees and expectations regarding the implementation of these standards and values throughout the business communication with customers, but also with colleagues, members of different cultures. Data collecting procedure and data analysis were conducted on the basis of historical, comparative and descriptive methods, including the synthesis. Also, a survey research was conducted during the 2016 on the sample that obtained ten employees in "Qatar Airways" airline. The research results pointed to the importance of fundamentally approach to cultural differences in business, especially in organizations that are operating beyond the boundaries of one national culture, in order to avoid the possible problems in business communication, which might occurate on a daily basis in international companies, but also in much smaller, especially in the field of tourism. Thus, beside the contribution to the theory regarding the impact of cultural differences on business communication, these research results might have practical implications for all of the companies that are operating within the global market.

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Section: Pregled Literatureunclassified

Section: Rezultati I Diskusijaunclassified

Internal and external communication of the cabin crew within 'Qatar Airways' airline

Perčević¹,

Dragin²,

Mijatov³

2020

Marketing

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“…This dissertation is among the first studies (Kim, 2013;Gnanlet & Yayla-Kullu, 2014) done in information science to investigate the cultural patterns of information sources use in crosscountry level. For this purpose, the author directly links all Hofstede's national culture dimensions (Hofstede, 1984;Hofstede, 2001;Hofstede et al, 2010) with the general information sources uses of 47 countries.…”

Section: The Rationale For the Topic Of The Dissertationmentioning

confidence: 99%

“…In addition, they found that Koreans were more likely to feel comfortable with high-context communications, in which most of the information is in the receiver not in the transmitted content, and Americans were more comfortable with low-context communication, that is, direct and most of the information are coded in the message and are transmitted directly to the receiver. Gnanlet and Yayla-Kullu (2014) linked the Hofstede's national culture dimensions with an international data of 111 airlines and found that power distance had significant negative effects on website quality of airlines and quality of information provided during in-inflight personnelpassenger communications. In addition, uncertainty avoidance and individualism had significant negative effects, and collectivism had a significant positive influence on the quality of information delivered during in-inflight communications.…”

Section: National Culture and Information Behavior: What We Knowmentioning

confidence: 99%

National culture and trust in online health information

Khosrowjerdi

2019

Journal of Librarianship and Information Science

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This article contributes to the ever-increasing body of research on online health information-seeking behaviour. Specifically, this study shows that national culture is a determinant of trust in online health information. A questionnaire-based survey collected the data from undergraduate students on the factors influencing their trust formation toward online health information. The cultural comparisons revealed differences between the trust formations of Americans, Chinese and South Koreans in the online health environment. The trust formation of the Chinese group was based on the three factors of information quality, information style and information verification. For the American group, the information quality, information style, ease of use and information verification were the four antecedents of trust. The South Korean group considered more clues during their trust formation process than the Chinese and American groups did. Furthermore, information verification was a stronger predictor of trust for the South Korean group. The findings were discussed in light of national culture theories, and the future research agenda was presented.

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“…Hence, in this paper, we use an objective quality evaluation from a provider's point of view to understand the impact of culture on the actual service delivery performance and Bhow work is done.Â irlines have attracted considerable attention from a cultural standpoint. There are studies that investigate implications of national culture on airline crew behavior (e.g., Merriti and Helmreich 1996;Lorenzoni and Lewis 2004;Tungtakanpoung and Wyatt 2013) and on airlines' information delivery choices (Gnanlet and Yayla-Kullu 2014). There are a number of studies that Bvalidate Hofstede's national culture characteristics with commercial airline pilots and students^ (Hofstede 2014).…”

Section: Introductionmentioning

confidence: 99%

Impact of national culture on airline operations

et al. 2015

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Organizations absorb their nations' culture, norms, and beliefs; and therefore culture has unbeknownst influence on the process of service design and delivery. In this paper, we test the role of a nation's culture on airline service quality. We use a non-perceptual global, airline dataset where cultural differences are measured by Hofstede's and the GLOBE project's national characteristics. As indicators of service quality, we use assessments of an independent evaluation agency. We find that cultures that place high value on future orientation provide higher quality airline services. On the other hand, cultures that are high in individualism and uncertainty avoidance tend to perform poorly. High individualism might impair true concern for passenger welfare, and high uncertainty avoidance means that employees are apprehensive towards the constant changes and fine-tuning necessary in airline services. We also determine that the implications of national culture may vary by passenger segments identified by cabin types.

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Impact of national culture on the quality of information delivery in services

Cited by 13 publications

References 44 publications

Internal and external communication of the cabin crew within 'Qatar Airways' airline

Internal and external communication of the cabin crew within 'Qatar Airways' airline

National culture and trust in online health information

Impact of national culture on airline operations

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