A Empirical Research Of Hotel Communication Satisfaction Based On Regional Culture Disrepacy

In the21st century, managers are faced with an important challenge that is to coordinate workforce diversity in order to achieve the objectives of the organization. At present, the phenomenon of the workforce diversity is extremely outstanding in Chinese hotel industry. Staves from different regions have different languages, cultures, customs, ways of thinking, experiences, education backgrounds, values and so on, which certainly will cause some obstacles for the hotels’ internal communication and lead to barriers in staves’ inner heart and the problem of difficult recruitment and serious brain drain.This paper concentrates on discussing hotel communication satisfaction based on regional cultural differences because communication satisfaction is an important indicator to measure the effectiveness of communication. First of all, on the basis of literature review of the theory of communication satisfaction and cross-culture communication, referring to Downs&Hazen "communication satisfaction evaluation model", combining the different cultures between Chinese and western and the specific circumstances of the research object of this article, the author works out "Hotel Communication Satisfaction Evaluation Model"(see figure3-1). Then the author study the influence factors of hotel communication satisfaction from the angle of regional cultural differences. On the one hand, the paper provide a useful model and questionnaire to survey staves’communication satisfaction for domestic hotel enterprise. On the other hand, it can make managers realize the importance of cultural differences by studying the effect of regional culture differences on hotel communication satisfaction, and then make some suggestions on improving communication satisfaction of hotel industry on the microscopic level.This paper develops the questionnaire of hotel communication satisfaction based on the model and selects out nine star hotels in hangzhou, ningbo and shenzhen for empirical research and. Focused on worker at the production line, the paper uses the methods of interviewing and questionnaires to collect data and analyses the data by SPSS16.0. The writer applies confirmatory factor analysis to extract eight public factors which are communication climate, media quality, diagonal communication, information transmission, personal feedback, horizontal communication, communication cognition, organization operation. The study of correlation analysis turns out that hotel communication satisfaction is positively related with its eight dimensions, which validates the applicability of the evaluation model of "hotel communication satisfaction" in the domestic hotel industry. With the descriptive statistics analysis and independent sample T-test, the study analyses contrastively hotel communication satisfaction between high regional culture and low regional culture, and shows that the regional cultural differences has an significant influence on hotel organization communication satisfaction. At the end, the study draws a conclusion that age, educational experience, and seniority affect dramaticlly the hotel communication satisfaction through the single factor variance analysis, while gender, position and work time have nothing to do with the hotel communication satisfaction. Based on empirical research, the study summarizes the main conclusion and gives some advices to improve cross cultural communication satisfaction.