Keywords
intercultural interaction
hotel and restaurant business
service management
customer orientation
How to Cite
Abstract
The article focuses on examining the impact of cultural characteristics on service organization in the hotel and restaurant business in Ukraine. It highlights the importance of considering cross-cultural factors to ensure the competitiveness of enterprises in a globalized world. The aim of the study is to analyze the influence of cultural characteristics on service organization in Ukraine’s hotel and restaurant business in order to improve the management of intercultural interaction and ensure a high level of service quality. The scientific research employed general scientific methods of cognition, including theoretical analysis to generalize conceptual approaches to cultural diversity and a comparative method to identify differences in service standards across various countries. The study results demonstrate that cultural characteristics significantly influence the formation of market strategies for enterprises and their interaction with clients. Specifically, adapting service standards to cultural differences strengthens the market positions of enterprises and aligns with global customer expectations. The conclusion is made that employing various approaches to cross-cultural interaction enables an in-depth analysis of cultural differences, which contributes to improving communication efficiency and service quality. The study revealed that effective management of cultural diversity among staff is a key factor in enhancing service quality. For instance, in countries with different living standards, such as Japan and the USA, cultural differences in approaches to service shape varying customer expectations. Proper consideration of these features allows for service improvements and increased guest satisfaction. The practical significance of the study lies in applying its results to develop tools for managing intercultural interaction, which can be implemented in the operations of hotel and restaurant enterprises.
References
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