Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/15629
Title: The impact of Chinese Culture on Service Predisposition
Authors: Johns, N
Chan, A 
Yeung, H
Issue Date: 2003
Publisher: Frank Cass Co Ltd
Source: Service industries journal, 2003, v. 23, no. 5, p. 107-122 How to cite?
Journal: Service Industries Journal 
Abstract: 3 76 service employees at 2 7 Hong Kong food service outlets were surveyed using Lee-Ross 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.
URI: http://hdl.handle.net/10397/15629
ISSN: 0264-2069
DOI: 10.1080/02642060308565626
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