Examining the Role of Attribution and Intercultural Competence in Intercultural Service Encounters
Purpose – This study aims to develop a model based on attribution theory and intercultural literature to explain the underlying customer satisfaction process in intercultural service encounters. Design/methodology/approach – In-depth interviews were used to develop an understanding of customer exper...
| Main Authors: | , , |
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| Format: | Journal Article |
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Emerald Group Publishing
2014
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| Subjects: | |
| Online Access: | http://hdl.handle.net/20.500.11937/6013 |