Dimensions of Chinese culture values in relation to service provision in hospitality and tourism industry

Factor and reliability analyses were employed in this exploratory attempt to investigate and refine the structure and dimensions of Chinese cultural values (CCVs) in relation to service provision. Based on the results of factor analysis, CCVs could best be conceptualized as a five-component construct that influences the attitude or behavior of employees in providing service. These five factors were identified as follows: Integration 1 (attitude towards work); Integration 2 (attitude towards people); moral discipline; status and relationships; and moderation. The identification of these dimensions has two major implications to human resource development and service management practice in the hospitality and tourism industry. First, Chinese cultural values play a critical role in determining specific interventions, challenges and barriers in service organizational management. Second, given the profound influence of Chinese cultural values on service provision, international tourism and hotel managers, particularly in human resource development, should realize the importance of ensuring that Western management practices are adopted critically in Chinese organizations. Given the limited amount of research on this topic, the findings generated from this study are very important in guiding future research and providing insights into an area that deserves more academic attention.

Research highlights▶ Chinese cultural values can best be conceptualized as a five-component construct that influences the attitude or behavior of employees in providing service. ▶ The identification of these dimensions has two major implications to human resource development and service management practice in the hospitality and tourism industry. ▶ First, Chinese cultural values play a critical role in determining specific interventions, challenges and barriers in service organizational management. ▶ Second, international tourism and hotel managers should realize the importance of ensuring that Western management practices are adopted critically in Chinese organizations.