Restoran Deneyimlerinde Dil Engeli ve Kültürel Farklılıkların Etkisi: Bir Yerleşik Kuram Yaklaşımı

Yıl 2019, Cilt: 4 Sayı: 2, 517 - 527, 30.12.2019

Ellen Eun Kyoo Kim Anna S. Mattila Çevirmen: Burak Sözer Çevirmen: Hülya Pilancı

https://doi.org/10.29110/soylemdergi.595225

Öz

Dil engelleri konusu, ESL
(English as a Second Language-İkinci Dili İngilizce olan) müşteriler için özellikle
kültürlerarası hizmet alımlarında son derece önemlidir. Kültürlerarası hizmet
alımlarında müşteriler, ne istediklerini anlatırken, hatta ürün ve servislerle
ilgili bilgi talep ederken bile iletişim güçlüğü yaşayabilmektedir. Bu çalışma,
nitel bir araştırma yöntemi olan yerleşik kuram yaklaşımı kullanarak ESL
müşterilerin kültürlerarası hizmet alımı sırasında karşılaştığı sorunları
tanımlamaktadır. Bulgulara göre, dil engeli olumsuz duygusal ve zihinsel
tepkiler meydana getirmekte ve ESL müşterilerin gerekli bilgi talebinde bulunmalarına
ya da hizmette yaşanan aksaklıkları bildirmelerine engel olmaktadır. 

Anahtar Kelimeler

Dil Engeli, Kültürel Farklılıklar

The Impact of Language Barrier & Cultural Differences on Restaurant Experiences: A Grounded Theory Approach

Öz

The issue of language barriers is particularly critical during
intercultural service encounters for ESL (English as a Second Language)
customers. Customers may struggle to communicate what they want or even get
necessary information regarding products or services. Through a qualitative
study, based on a grounded theory approach, this study identifies issues that
concern ESL customers in intercultural service encounters. The findings suggest
that the language barrier generates negative emotional and cognitive responses,
and prevents ESL customers from taking certain actions such as seeking
necessary information or complaining about service failures.

Anahtar Kelimeler

grounded theory, language barrier

Kaynakça

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