| 摘要 | 第1-6页 |
| ABSTRACT | 第6-9页 |
| LIST OF TABLES AND FIGURES | 第9-10页 |
| LIST OF ABBREVIATIONS | 第10-11页 |
| CHAPTER 1.INTRODUCTION | 第11-20页 |
| ·Background study and thesis objective | 第11-13页 |
| ·Literature Review | 第13-20页 |
| CHAPTER 2.THEORETICAL BACKGROUND | 第20-36页 |
| ·Cross-cultural Communication: Concepts and Theories | 第20-26页 |
| ·Hofstede Cultural Differences Theory | 第22-24页 |
| ·Conversational Constraints Theory | 第24-26页 |
| ·Cross-Cultural Management | 第26-29页 |
| ·Cross-Cultural Communication in the Hospitality Sector | 第29-31页 |
| ·Cross-Cultural Communication Training for the Hospitality Sector | 第31-36页 |
| ·Hotel and Company Background | 第32页 |
| ·Language Training | 第32-33页 |
| ·Cultural Awareness Training | 第33-34页 |
| ·Service Recovery | 第34-36页 |
| CHAPTER 3.EMPLOYEES' AWARENESS AND QUESTIONNAIRE DESIGN | 第36-41页 |
| ·Awareness of Employees of the Hospitality Industry about Cross-cultural Communication:General Perspectives | 第36-39页 |
| ·Methodology and Questionnaire Design | 第39-41页 |
| CHAPTER 4.RESULTS ANALYSIS | 第41-68页 |
| ·General Information about the Questionnaires Collected | 第41-42页 |
| ·Comparative Results Analysis | 第42-68页 |
| ·Personal Information | 第42-48页 |
| 1 Frequency Distribution of Gender | 第42-43页 |
| 2 Frequency Distribution of Age | 第43-44页 |
| 3 Nationalities of Respondents | 第44-46页 |
| 4 Level of Education | 第46页 |
| 5 Foreign Language Proficiency | 第46-48页 |
| ·Work Experience and Training | 第48-57页 |
| 1 Time Working in the Hospitality Industry | 第48-49页 |
| 2 Time Working on Current Hotel | 第49-50页 |
| 3 Current Position at Work | 第50页 |
| 4 Received Training before Starting to Work on Hotel | 第50-52页 |
| 5 Topics Included During Training | 第52-54页 |
| 6 Attitudes of Employees towards the Importance of Different Skillsto Perform their Work | 第54-57页 |
| ·Development and Awareness of Cross-Cultural Skills | 第57-68页 |
| 1 Learning Resources Available in the Hotel | 第57-59页 |
| 2 Interest in Attending Training Courses | 第59-62页 |
| 3 Perception about the Interaction with International Guests | 第62-64页 |
| 4 First Reaction when Reaching a Language Barrier with Internationalguests | 第64-65页 |
| 5 Having Enough Knowledge about the Culture of the Guests who visityour Hotel with more Frequency | 第65-66页 |
| 6 Does the Employee want to Continue to Work in the Hospitality Sector | 第66-68页 |
| CHAPTER 5.CONCLUSION AND SUGGESTIONS FOR FURTHER STUDY | 第68-72页 |
| ·Summary of Findings | 第68-70页 |
| ·Conclusion | 第70-71页 |
| ·Suggestions for Further Study | 第71-72页 |
| REFERENCES | 第72-76页 |
| APPENDIXES | 第76-83页 |
| Appendix 1：English Questionnaire | 第76-80页 |
| Appendix 2：Chinese Questionnaire | 第80-83页 |
| ACKNOWLEDGMENTS | 第83页 |
