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Intercultural communication and mediation: A framework for analysing the intercultural competence of Chinese tour guides

Department of Management, Monash University, xin.yu{at}buseco.monash.edu.au

Betty Weiler

Department of Management, Monash University, Australia

Sam Ham

Center for International Training and Outreach and University of Idaho’s College of Natural Resources, Department of Resource Recreation and Tourism (USA) and Department of Management, Monash University, Australia

This paper draws on theories of intercultural communication and mediation to develop a conceptual framework and research approach for examining the intercultural competence (IC) of Chinese tour guides and the relationship of guides’ IC to Chinese tourists’ experiences. The paper begins with a discussion of the importance of the Chinese inbound market globally, and in particular for Australia, and then examines the role of tour guides in intercultural settings. These discussions, which are offered to establish the need for systematic enquiry in this area, are followed by a detailed presentation of a research rationale and conceptual model in which key variables and proposed relationships are discussed, measurement issues are addressed, and implications for research are given.

Key Words: tour guide • Chinese tourist • mediator • intercultural competence

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