Service role and outcome as moderators in intercultural service encounters

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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...

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Bibliographic Details
Main Authors:	Sharma, Piyush, Tam, J.L., Kim, N.
Format:	Journal Article
Published:	Emerald Group Publishing 2015
Subjects:	- Service outcome Perceived cultural distance Service role Intercultural Service quality Service encounter
Online Access:	http://hdl.handle.net/20.500.11937/18654

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