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    Demystifying Intercultural Service Encounters: Toward a Comprehensive Conceptual Framework

    Access Status
    Fulltext not available
    Authors
    Sharma, Piyush
    Tam, J.L.
    Kim, N.
    Date
    2009
    Type
    Journal Article
    
    Metadata
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    Citation
    Sharma, P. and Tam, J.L. and Kim, N. 2009. Demystifying Intercultural Service Encounters: Toward a Comprehensive Conceptual Framework. Journal of Service Research. 12 (2): pp. 227-242.
    Source Title
    Journal of Service Research
    ISSN
    1094-6705
    URI
    http://hdl.handle.net/20.500.11937/10844
    Collection
    • Curtin Research Publications
    Abstract

    Customers and employees from different cultures are increasingly interacting with each other. However, there is little research in this area and it focuses mostly on the customers’ perspective. This article presents a conceptual framework for intercultural service encounters applicable to both customers and employees. Findings from an exploratory qualitative study show that perceived cultural distance and intercultural competence influence inter-role congruence, interaction comfort,adequate and perceived service levels, and satisfaction. These findings have important managerial implications for managing the expectations and perceptions of customers and employees involved in the intercultural service encounters and improving their satisfaction with the service experience.

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    • Examining the Role of Attribution and Intercultural Competence in Intercultural Service Encounters
      Tam, J.L.; Sharma, Piyush ; Kim, N. (2014)
      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 ...
    • Intercultural service encounters (ICSE): an extended framework and empirical validation
      Sharma, Piyush; Tam, J.L.; Kim, N. (2012)
      Purpose – This paper aims to extend the intercultural service encounters (ICSE) framework using role theory and information asymmetry perspective, to hypothesize differences in the strength of many relationships based on ...
    • Consumer ethnocentrism vs. intercultural competence as moderators in intercultural service encounters
      Sharma, Piyush ; Wu, Z. (2015)
      Purpose – This paper aims to explore the moderating effects of consumer ethnocentrism and intercultural competence on the impact of service outcome and perceived cultural distance, respectively, on interaction comfort and ...
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