Demystifying Intercultural Service Encounters: Toward a Comprehensive Conceptual Framework

Demystifying Intercultural Service Encounters: Toward a Comprehensive Conceptual Framework

Customers and employees from different cultures are increasingly interacting with each other. However, there is little research in this area and it focuses mostly on the customers’ perspective. This article presents a conceptual framework for intercultural service encounters applicable to both custo...

Full description

Bibliographic Details
Main Authors: Sharma, Piyush, Tam, J.L., Kim, N.
Format: Journal Article
Published: Sage Publications 2009
Subjects:
perceived service level
perceived cultural distance
intercultural competence
adequate service level
satisfaction
interaction comfort
inter-role congruence
Online Access:http://hdl.handle.net/20.500.11937/10844

Internet

http://hdl.handle.net/20.500.11937/10844

Similar Items