Impact of frontline service employees’ acculturation behaviors on customer satisfaction and commitment in intercultural service encounters
Purpose: The purpose of this paper is to explore the impact of four types of acculturation behaviors of frontline service employees (assimilation, separation, integration, and marginalization) on customer satisfaction and customer commitment. Design/methodology/approach: In total, 377 ethnically di...
| Main Authors: | , , , |
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| Format: | Journal Article |
| Published: |
Emerald Group Publishing
2017
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| Online Access: | http://hdl.handle.net/20.500.11937/53949 |