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    Intercultural service encounters: Cross-cultural interactions and service quality

    Access Status
    Fulltext not available
    Authors
    Sharma, Piyush
    Date
    2018
    Type
    Book
    
    Metadata
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    Citation
    Sharma, P. 2018. Intercultural service encounters: Cross-cultural interactions and service quality.
    DOI
    10.1007/978-3-319-91941-6
    ISBN
    9783319919416
    School
    School of Marketing
    URI
    http://hdl.handle.net/20.500.11937/72443
    Collection
    • Curtin Research Publications
    Abstract

    This book investigates intercultural service encounters (ICSEs) in light of the rapidly globalizing world economy, examining the extant literature on the topic and identifying areas which require further exploration. With a focus on intercultural communication and competence, the author analyses diverse conceptual frameworks, providing theoretical models and practical initiatives for those working within the services marketing industry. An excellent resource for anyone interested in how culture shapes customer and employee expectations and perceptions, this book addresses the potential implications and limitations of future models.

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