Examining the Role of Attribution and Intercultural Competence in Intercultural Service Encounters

Examining the Role of Attribution and Intercultural Competence in Intercultural Service Encounters

Purpose – This study aims to develop a model based on attribution theory and intercultural literature to explain the underlying customer satisfaction process in intercultural service encounters. Design/methodology/approach – In-depth interviews were used to develop an understanding of customer exper...

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Bibliographic Details
Main Authors: Tam, J.L., Sharma, Piyush, Kim, N.
Format: Journal Article
Published: Emerald Group Publishing 2014
Subjects:
Customer satisfaction
Cultural attribution
Intercultural service encounters
Intercultural competence
Online Access:http://hdl.handle.net/20.500.11937/6013

Internet

http://hdl.handle.net/20.500.11937/6013

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