Service role and outcome as moderators in intercultural service encounters
Purpose – The purpose of this paper is to introduce a comprehensive framework incorporating service roles (customer vs employee) and outcomes (failure vs success) as moderators in the process by which perceived cultural distance (PCD) affects customers and employees in intercultural service encounte...
| Main Authors: | , , |
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| Format: | Journal Article |
| Published: |
Emerald Group Publishing
2015
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| Subjects: | |
| Online Access: | http://hdl.handle.net/20.500.11937/18654 |