From Cultural Chameleons to Pygmalion Performers: Impact of Service Employees’ Acculturation Behaviors on Customer Satisfaction and Commitment

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From Cultural Chameleons to Pygmalion Performers: Impact of Service Employees’ Acculturation Behaviors on Customer Satisfaction and Commitment

This paper explores the impact of four types of acculturation behaviors (assimilation, integration, separation and marginalization) used by service employees on the satisfaction and commitment of their customers. A field-survey with retail banking customers in New Zealand (N=377), shows that assimi...

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Bibliographic Details
Main Authors:	Sharma, Piyush, Gaur, S., Herjanto, H.
Format:	Conference Paper
Published:	2017
Online Access:	http://hdl.handle.net/20.500.11937/75098

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