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

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. 

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

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.

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