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...
| Main Authors: | , , |
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| Format: | Journal Article |
| Published: |
Sage Publications
2009
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| Subjects: | |
| Online Access: | http://hdl.handle.net/20.500.11937/10844 |
| _version_ | 1848747645405757440 |
|---|---|
| author | Sharma, Piyush Tam, J.L. Kim, N. |
| author_facet | Sharma, Piyush Tam, J.L. Kim, N. |
| author_sort | Sharma, Piyush |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | 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 customers and employees. Findings from an exploratory qualitative study show that perceived cultural distance and intercultural competence influence inter-role congruence, interaction comfort,adequate and perceived service levels, and satisfaction. These findings have important managerial implications for managing the expectations and perceptions of customers and employees involved in the intercultural service encounters and improving their satisfaction with the service experience. |
| first_indexed | 2025-11-14T06:52:26Z |
| format | Journal Article |
| id | curtin-20.500.11937-10844 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T06:52:26Z |
| publishDate | 2009 |
| publisher | Sage Publications |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-108442017-02-28T01:32:57Z Demystifying Intercultural Service Encounters: Toward a Comprehensive Conceptual Framework Sharma, Piyush Tam, J.L. Kim, N. perceived service level perceived cultural distance intercultural competence adequate service level satisfaction interaction comfort inter-role congruence 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 customers and employees. Findings from an exploratory qualitative study show that perceived cultural distance and intercultural competence influence inter-role congruence, interaction comfort,adequate and perceived service levels, and satisfaction. These findings have important managerial implications for managing the expectations and perceptions of customers and employees involved in the intercultural service encounters and improving their satisfaction with the service experience. 2009 Journal Article http://hdl.handle.net/20.500.11937/10844 Sage Publications restricted |
| spellingShingle | perceived service level perceived cultural distance intercultural competence adequate service level satisfaction interaction comfort inter-role congruence Sharma, Piyush Tam, J.L. Kim, N. Demystifying Intercultural Service Encounters: Toward a Comprehensive Conceptual Framework |
| title | Demystifying Intercultural Service Encounters: Toward a Comprehensive Conceptual Framework |
| title_full | Demystifying Intercultural Service Encounters: Toward a Comprehensive Conceptual Framework |
| title_fullStr | Demystifying Intercultural Service Encounters: Toward a Comprehensive Conceptual Framework |
| title_full_unstemmed | Demystifying Intercultural Service Encounters: Toward a Comprehensive Conceptual Framework |
| title_short | Demystifying Intercultural Service Encounters: Toward a Comprehensive Conceptual Framework |
| title_sort | demystifying intercultural service encounters: toward a comprehensive conceptual framework |
| topic | perceived service level perceived cultural distance intercultural competence adequate service level satisfaction interaction comfort inter-role congruence |
| url | http://hdl.handle.net/20.500.11937/10844 |