20190915215410exercise_4_ind_culture_case1 x20190915215407exercise_5_team_culture_case x
HMD 407: HOSPITALITY ORGANIZATION BEHAVIOR
Exercise 4: Individual Culture Case Study [10 points]
Please work on this exercise individually.
Your names and student ID numbers:
Your names |
Student ID numbers |
Purpose
: The purpose of this exercise is for you to apply the Hofstede culture dimensions to understand employee’s service behaviors.
Overview:
The Shangri-La story began in 1971 with our first deluxe hotel in Singapore. Inspired by the legendary land featured in James Hilton’s 1933 novel, Lost Horizon, the name Shangri-La encapsulates the serenity and service for which our hotels and resorts are renowned worldwide. Today, Hong Kong-based Shangri-La Hotels and Resorts is Asia Pacific’s leading luxury hotel group. They are also regarded as one of the world’s finest hotel ownership and management companies. Owning and/or managing over 95 hotels and resorts throughout the Asia Pacific, North America, the Middle East, and Europe, the Shangri-La group has a room inventory of over 40,000.
One thing special about Shangri-la Hotels is their service standard – they ask their employees to serve guests tea/ menu kneeling down. Kneel down service is a service style practiced across all Shangri-La’s as it is reminiscent of our Chinese roots on how tea is served. Guests love this special treatment. Shangri-La has implemented this service in
China
. However, Shangri-La faced a problem of asking their employees to implement this service standard when they first open their hotel in
Australia
.
Consider one Hofstede culture value, explain why Australia employee, compare to Chinese employees, are more likely to resist and refuse to implement the kneel-down service.
Check culture value score at
https://www.hofstede-insights.com/product/compare-countries/
Question:
1. Pick ONE cultural value – you will focus on applying this cultural value to this case for this exercise
Individualism/ Collectivism
Power distance
Masculinity
Uncertainty avoidance
Short term/ Long term orientation
2.
Define the culture value in Q1. (1 points)
3. What is the cultural value score for China and Australia, respectively? (2 points)
Country
Score
China
Australia
4. Does China or Australia have a higher cultural value score? (1 point)
China
Australia
5.
What is the implication of the cultural value in Q3 for Chinese and Australian, respectively (2 points)
6.
Based on the cultural difference in Q3, explain Australia employees’ and Chinese employees’ differential attitudes towards kneel-down service? (4 points)
HMD 407: HOSPITALITY ORGANIZATION BEHAVIOR
Exercise 5: Team Culture Case Study [10 points]
Please work on this exercise as a team. If you are not in class today, you can submit this exercise individually.
Your names and student ID numbers:
Your names
Student ID numbers
Purpose
: The purpose of this exercise is for you to apply the Hofstede culture dimensions to understand employee’s attitudes.
Overview:
Hostage and manager. These two words that you would not usually expect to hear spoken in the same breath. However, during the first few months of 2009, workers at manufacturing facilities of 3M Company, Sony Corporation, and Caterpillar Inc. in
France
took managers as hostages. French workers have long been known for their aggressive and radical responses to what they feel is wrong or harsh treatment. Although kidnapping your boss isn’t legal, a French sociologist who surveyed 3,000 companies found that 18 of them had experienced an “executive detention” in the prior three years. These french employees took their managers as hostages because 1) they are angry with the layoff decision, 2) they want to negotiate better severance (separation) packages and benefits for laid-off employees.
Yet, these hostage situations are rarely seen in
China
. Even when employees face layoff, they move on without taking aggressive actions.
Consider one Hofstede culture value, explain why French employee, compare to Chinese employees, are more likely to take extreme actions when they are being laid-off.
Check culture value score at
https://www.hofstede-insights.com/product/compare-countries/
Question:
1. Pick ONE cultural value – you will focus on applying this cultural value to this case for this exercise
Individualism/ Collectivism
Power distance
Masculinity
Uncertainty avoidance
Short term/ Long term orientation
2. Define the culture value in Q1. (1 points)
3. What is the cultural value score for China and French, respectively? (2 points)
Country |
Score |
China | |
France |
4. Does China or France have a higher cultural value score? (1 point)
China
Australia
5. What is the implication of the cultural value in Q3 for Chinese and French, respectively (2 point)
6. Based on the cultural difference in Q3, explain French employees’ and Chinese employees’ differential reactions towards laid-off? (4 points)