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

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    Access Status
    Open access
    Authors
    Gaur, S.
    Sharma, Piyush
    Herjanto, H.
    Kingshott, Russel
    Date
    2017
    Type
    Journal Article
    
    Metadata
    Show full item record
    Citation
    Gaur, S. and Sharma, P. and Herjanto, H. and Kingshott, R. 2017. Impact of frontline service employees’ acculturation behaviors on customer satisfaction and commitment in intercultural service encounters. Journal of Service Theory and Practice. 27 (6): pp.1105-1121.
    Source Title
    Journal of Service Theory and Practice
    DOI
    10.1108/JSTP-08-2016-0138
    ISSN
    2055-6225
    School
    School of Marketing
    URI
    http://hdl.handle.net/20.500.11937/53949
    Collection
    • Curtin Research Publications
    Abstract

    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 diverse customers of a retail bank in New Zealand participated in this study. SmartPLS3 was used to test all the hypotheses. Findings: Assimilation and integration have positive effects on both customer satisfaction and commitment. Marginalization has a negative effect on both customer satisfaction and commitment but separation has a negative effect only on customer satisfaction and not on customer commitment. Research limitations/implications: Future research may validate and extend the authors findings in diverse cultural settings and use experimental method to explore the socio-psychological mechanisms underlying the influence of frontline service employees’ acculturation behaviors on customer satisfaction and commitment. Practical implications: This study will help managers understand the importance of service employees’ acculturation behaviors and develop suitable recruitment strategies and training programs to improve their impact on customer satisfaction and commitment. Originality/value: This study extends current research on intercultural service encounters by looking beyond the moderating effects of four types of service employees’ acculturation behaviors, to explore their direct effects on customer satisfaction and commitment.

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