Impact of frontline service employees’ acculturation behaviors on customer satisfaction and commitment in intercultural service encounters

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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...

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Bibliographic Details
Main Authors:	Gaur, S., Sharma, Piyush, Herjanto, H., Kingshott, Russel
Format:	Journal Article
Published:	Emerald Group Publishing 2017
Online Access:	http://hdl.handle.net/20.500.11937/53949

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