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QUESTIONS/OBJECTIVES FRAMEWORK Y
The Impact This study will identify Literature on A model that The findings
of Language issues that concern ESL intercultural explains the suggest that
Barrier and customers in intercultural services phenomenon the language
Cultural service encounters and the marketing discovered in the barrier
Differences results of this study will seems to run first order generates
on help restaurant firms to counter to the analysis negative
Restaurant create a better service notion of the was developed emotional
Theory: A experience for ESL social by investigating and cognitive
Grounded customers identification the relationships responses,
Theory theory. While between each and prevents
Approach the social theoretical codes. English as
identification During this Second
By: Ellen Eun theory process, Language
Kyoo Kim suggests that dimensions and (ESL)
and Anna S. not being able concepts customers
Matila to developed by the from taking
identify with data were certain
other cultural compared with actions such
groups leads to prior literature to as seeking
negative facilitate necessary
consequences, interpretation of information
studies on the data. or
intercultural Incorporating the complaining
services argue findings from about service
that customers these failures.
adjust their procedures, the
service final
evaluation conceptual model
standards and was developed
tend to be more based on a
understanding sequence of the
in intercultural dining process
service
encounters.
Title Research Theoretical Methodology Findings
Questions/Objectives Framework
The It defines the indicate that Often, and Increasingly,
Language “language barrier” even trivial, ad especially in as non-
Barrier and its and elaborate on the hoc intergroup relationships English
Implications causes underlying 7 born out of speaking
for HQ this barrier. Finally, categorization acquisitions, the companies
Subsidiary eight propositions leads to in- language adopt English
Relationships are formulated with group competence of as their
regard to the favoritism and the second corporate
By: Alan J implications of discrimination language users language,
Feely the language barrier against the is at neither the
Anne-Wil for a core aspect of out-group. extreme of the relationships
Harzing the HQ-subsidiary However, language are
relationship: the type strong barrier. imbalanced
of control attachment to Typically, the when it is the
mechanisms applied the in-group, second parent
by HQ towards its combined with language users company
subsidiaries current will have some management
conflicts proficiency, but rather than
and/or a not enough to the
history of be totally subsidiary
conflicts relaxed and management
between the effective that is
groups will in the compelled to
intensify this communication. work in its
behaviour · Generally, the second
communications language.
are not · Finally, the
interpersonal in parent
nature, but subsidiary
more typically relationship,
are encounters like any other
between business
language situation,
groups: a contains a
parent company degree
management of tension and
team and the divergent
corresponding goals. The
management parent wishes
team of the to exercise
subsidiary. As control and
we will see direction
below, this too while the
adds to the subsidiary
problems of seeks
effective autonomy
communication. and an
· Frequently, escape from
the lines of central contro
communication
are distorted by
the presence of
expatriate
personnel
in the subsidiary
organization,
who intervene
in the
communication
process to
bypass the
formal reporting
chain