Intercultural service encounters (ICSE): an extended framework and empirical validation

Intercultural service encounters (ICSE): an extended framework and empirical validation

Purpose – This paper aims to extend the intercultural service encounters (ICSE) framework using role theory and information asymmetry perspective, to hypothesize differences in the strength of many relationships based on service role (customers versus employees).Design/methodology/approach – The pap...

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Bibliographic Details
Main Authors: Sharma, Piyush, Tam, J.L., Kim, N.
Format: Journal Article
Published: Emerald Group Publishing 2012
Subjects:
Consumer behaviour
Satisfaction
Perceived cultural distance
Cross cultural management
Inter-role congruence
Intercultural competence
Interaction comfort
Adequate and perceived service levels
Online Access:http://hdl.handle.net/20.500.11937/23961

Internet

http://hdl.handle.net/20.500.11937/23961

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