SPEECH – Elrini Daskalaki – “Intercultural communication and customer service in the hotel industry“ – Abstract

During her speech, Daskalaki mentioned about how globalization, multiculturalism, consumerism and diversity are closely related with culture and tourism and how these social processes shape social changes which consequently affects the structure and the formation of service organizations. In this context, she explained how customer care actions of these service organizations have changed. At the end of her presentation she gave specific recommendations for such service organizations to survive during this rapid social change process.


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