Exploring the Role of Functions of Attitude toward Perceived Cultural Distance in Intercultural Service Encounters (ICSE)
As immigration and international tourism is increasing exponentially, it is important to study factors affecting intercultural service encounters (ICSE). This research extends ICSE framework by developing a conceptual model using the functional theory of attitude and service-dominant logic. We pr...
| Main Authors: | , , |
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| Format: | Conference Paper |
| Published: |
2020
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| Online Access: | http://www.emac-online.org/search/node?keys=Proceedings http://hdl.handle.net/20.500.11937/78264 |
| _version_ | 1848763949604929536 |
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| author | Daneshfar, Zahra Sharma, Piyush Kingshott, Russel |
| author_facet | Daneshfar, Zahra Sharma, Piyush Kingshott, Russel |
| author_sort | Daneshfar, Zahra |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | As immigration and international tourism is increasing exponentially, it is important to study
factors affecting intercultural service encounters (ICSE). This research extends ICSE
framework by developing a conceptual model using the functional theory of attitude and
service-dominant logic. We propose functions serve by attitude toward perceived cultural
distance (i.e. value-expressive, social-adjustive, ego-defensive, knowledge, and utilitarian)
affects interaction comfort and inter-role congruence. We also raise argument about predictors
of one’s willingness to co-create in ICSE as well as the role of intercultural competence.
Findings from a qualitative study support the proposed linkages. These findings help managers
understand how customers’ and employees’ attitudes in ICSE is shaped and how they can
manage it in order to improve the service outcomes. |
| first_indexed | 2025-11-14T11:11:35Z |
| format | Conference Paper |
| id | curtin-20.500.11937-78264 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T11:11:35Z |
| publishDate | 2020 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-782642020-11-23T03:05:36Z Exploring the Role of Functions of Attitude toward Perceived Cultural Distance in Intercultural Service Encounters (ICSE) Daneshfar, Zahra Sharma, Piyush Kingshott, Russel As immigration and international tourism is increasing exponentially, it is important to study factors affecting intercultural service encounters (ICSE). This research extends ICSE framework by developing a conceptual model using the functional theory of attitude and service-dominant logic. We propose functions serve by attitude toward perceived cultural distance (i.e. value-expressive, social-adjustive, ego-defensive, knowledge, and utilitarian) affects interaction comfort and inter-role congruence. We also raise argument about predictors of one’s willingness to co-create in ICSE as well as the role of intercultural competence. Findings from a qualitative study support the proposed linkages. These findings help managers understand how customers’ and employees’ attitudes in ICSE is shaped and how they can manage it in order to improve the service outcomes. 2020 Conference Paper http://hdl.handle.net/20.500.11937/78264 http://www.emac-online.org/search/node?keys=Proceedings restricted |
| spellingShingle | Daneshfar, Zahra Sharma, Piyush Kingshott, Russel Exploring the Role of Functions of Attitude toward Perceived Cultural Distance in Intercultural Service Encounters (ICSE) |
| title | Exploring the Role of Functions of Attitude toward Perceived Cultural Distance in Intercultural Service Encounters (ICSE) |
| title_full | Exploring the Role of Functions of Attitude toward Perceived Cultural Distance in Intercultural Service Encounters (ICSE) |
| title_fullStr | Exploring the Role of Functions of Attitude toward Perceived Cultural Distance in Intercultural Service Encounters (ICSE) |
| title_full_unstemmed | Exploring the Role of Functions of Attitude toward Perceived Cultural Distance in Intercultural Service Encounters (ICSE) |
| title_short | Exploring the Role of Functions of Attitude toward Perceived Cultural Distance in Intercultural Service Encounters (ICSE) |
| title_sort | exploring the role of functions of attitude toward perceived cultural distance in intercultural service encounters (icse) |
| url | http://www.emac-online.org/search/node?keys=Proceedings http://hdl.handle.net/20.500.11937/78264 |