US and Chinese perceptions of simulated US courtesy

UNCG Author/Contributor (non-UNCG co-authors, if there are any, appear on document)
Bonnie M. Canziani, Associate Professor (Creator)
The University of North Carolina at Greensboro (UNCG )
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Abstract: Purpose The purpose of this study was to identify similarities and differences in US and Chinese subjects’ emotional responses to and perceptions of courtesy of simulated English-language communication prompts.Design/methodology/approach Data were collected through a web-based stimulus administered on US and Chinese students. Subject responses to eye contact and smile images and a set of verbal expressions were measured on ratings of emotion and courtesy.Findings Smiling with direct eye contact and warmed-up verbal expressions were found to elicit a higher level of emotional response and were perceived as viable server politeness cues. US and Chinese participants had similar responses to facial and verbal prompts.Originality/value This paper contributes to understanding about service employee cues, such as courtesy, that can influence service quality in a cross-cultural tourism setting.

Additional Information

Worldwide Hospitality and Tourism Themes, 8(1)
Language: English
Date: 2016
culture, perception, service quality, politeness, service encounters, courtesy

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