IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v23y2003i5p107-122.html
   My bibliography  Save this article

The Impact of Chinese Culture on Service Predisposition

Author

Listed:
  • Nick Johns
  • Andrew Chan
  • Hanny Yeung

Abstract

376 service employees at 27 Hong Kong food service outlets were surveyed using Lee-Ross's Service Predisposition Index instrument together with the cultural values questionnaire of the Chinese Culture Connection. The objective was to examine the influence of Chinese culture upon employees’ willingness to deliver service. Results suggested that cultural values influence service predisposition through specific job attitudes. Respondents perceived humbleness, loyalty to superiors and tolerance of others to have the greatest positive effect on their job attitudes. This influence was most pronounced for the service dimensions disposition and communication and the moderator deference. The cultural values that had the most negative influence on service predisposition were protecting face, conservatism and repayment of good/evil. Respondents interpreted delivering service in terms of personal deference, to the customer or their employer, rather than as a relationship with the customer. There seemed also to be a cultural reluctance to accord (unknown) customers status and hence to perceive them as worthy recipients of service.

Suggested Citation

  • Nick Johns & Andrew Chan & Hanny Yeung, 2003. "The Impact of Chinese Culture on Service Predisposition," The Service Industries Journal, Taylor & Francis Journals, vol. 23(5), pages 107-122, November.
    • Handle: RePEc:taf:servic:v:23:y:2003:i:5:p:107-122
    DOI: 10.1080/02642060308565626
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642060308565626
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642060308565626?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Veronika I. Kabalina & Kira V. Reshetnikova & Marina D. Predvoditeleva, 2014. "Tourism Companies: Values And Norm. Profiles: The Case Of A Russian Tour Operator," HSE Working papers WP BRP 27/MAN/2014, National Research University Higher School of Economics.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:23:y:2003:i:5:p:107-122. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.