We e k 7

SERVICES MANAGEMENT
IN HOTEL AND TOURISM
INDUSTRY
 CULTURE

Collectivism Individualism
 CULTURE

Collectivism
Collectivism is the principle or practice of prioritizing group
cohesion over individual pursuits.
The people in a collectivist society
… can easily sacrifice their individual benefits for the sake of
the whole society’s progress.
… long-term relationships as essential since it promotes
group goals.
… tend to be more dependent.
Collectivism is a cultural pattern commonly observed among
traditional communities like those in Asia, Africa, and Latin
America.
 CULTURE

Individualism
Individualism is a value or political view which focuses on
human independence and freedom.
The people in an individualism society
… view people as autonomous and prioritize uniqueness.
… disagrees that religion and tradition can dictate individuals’
limitations.
… tend to be more rational than those with higher levels of
collectivism.

Individualism is a cultural pattern commonly observed

among communities like those in North America, Western
Europe, New Zealand, and Australia.
HOFSTEDE’S CULTURAL DIMENSIONS

Six dimensions of culture

https://www.youtube.com/watch?v=yKKruTRQ_2A
HOFSTEDE’S CULTURAL DIMENSIONS
HOFSTEDE’S CULTURAL DIMENSIONS

- What is Chinese culture based on

Hofstede’s cultural dimensions?
- What do the hospitality and tourism
industry should consider their operations
based on Chinese culture?
 CULTURE

https://www.hofstede-insights.com/country-comparison-tool?

The danger in
Stereotyping
 ORGANIZATIONAL CULTURE

Organizational culture
defined as the underlying beliefs, assumptions,
values and ways of interacting that contribute
to the unique social and
psychological environment of an organization.

Culture is consistent, observable patterns of

behavior in organizations. That is, culture is how
organizations ‘do things’.
 ORGANIZATIONAL CULTURE

Competing values framework

by Cameron and Quinn
ORGANIZATIONAL CULTURE
 LEADERSHIP

Transformati
onal
leadership

Servant Delegative
leadership leadership

Leadership
style

Participative Authoritative
leadership leadership

Transactional
leadership

Leadership style
Transformational leadership
Delegative leadership
Authoritative leadership
Transactional leadership
Participative leadership
Servant leadership
LEADERSHIP
Transformational leadership is a
leadership style that emphasizes
change and transformation. Leaders
who adopt this approach strive
to inspire their followers to achieve
more than they ever thought possible
by tapping into their potential.
 LEADERSHIP

Leadership style
Often referred to as “laissez-faire,”
Transformational leadership
a delegative leadership style
Delegative leadership
focuses on delegating initiative to
Authoritative leadership
team members. Delegative leaders
Transactional leadership
allow employees to utilize their
Participative leadership
creativity, resources, and
Servant leadership
experience to help them meet their
goals.
 LEADERSHIP

Leadership style
Authoritative leaders are often
Transformational leadership
referred to as visionary. Leaders
Delegative leadership
who adopt this style consider
Authoritative leadership
themselves mentors to their
Transactional leadership
followers. Leaders who display
Participative leadership
authoritative traits tend to
Servant leadership
motivate and inspire those around
them.
 LEADERSHIP

Leadership style
Transactional leadership, often
Transformational leadership
referred to as managerial
Delegative leadership
leadership, is a leadership style that
Authoritative leadership
relies on rewards and
Transactional leadership
punishments. This leadership style
Participative leadership
clearly emphasizes structure,
Servant leadership
assuming individuals may not
possess the motivation needed to
complete their tasks.
 LEADERSHIP

Leadership style
Sometimes referred to as
Transformational leadership
democratic leadership, participative
Delegative leadership
leadership is a leadership style that
Authoritative leadership
encourages leaders to listen to their
Transactional leadership
employees and involve them in the
Participative leadership
decision-making process. This
Servant leadership
leadership style requires leaders to
be inclusive, utilize good
communication skills, and, crucially,
be able to share
power/responsibility.
 LEADERSHIP

Leadership style
Servant leadership is a leadership
Transformational leadership
style that puts the needs of others
Delegative leadership
first. It emphasizes creating strong
Authoritative leadership
relationships with those around you
Transactional leadership
and focuses on enabling them to
Participative leadership
reach their full potential.
Servant leadership
 LEADERSHIP

- Who represent each leadership well?

- What organizational culture and leadership

would be required in the service industry? And
why?