Demystifying Intercultural Service Encounters: Toward a Comprehensive Conceptual Framework

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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...

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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

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