Intercultural service encounters : cross-cultural interactions and service quality
By: Sharma, Piyush
Material type:
BookSeries: Palgrave pivot.Publisher: Cham, Switzerland : Palgrave Macmillan, c2019.Description: vii, 101 p. : ill. ; 23 cm.ISBN: 9783319919409Subject(s): Service industries -- Marketing | Intercultural communication | -- AustralianDDC classification: 338.4700014 SH IN Online resources: Location Map | Item type | Home library | Call number | Status | Notes | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
| REGULAR | University of Wollongong in Dubai Main Collection | 300 SH IN (Browse shelf) | Available | Jan2019 | T0060653 |
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| 300 GL TA Talking to strangers | 300 MI LE Learning to theorize : | 300 RO SO Sociology / | 300 SH IN Intercultural service encounters : | 300.0072 SA GE The Sage handbook of social media research methods / | 300.0072 SA GE The Sage handbook of social media research methods / | 300.1 AB ME Methods of discovery : |
Includes bibliographical references and index.
Intro; Contents; List of Figures; 1 Introduction; Abstract; Introduction; Research Background; Research Gaps; Conclusion; References; 2 Literature Review and Theoretical Background; Abstract; Intercultural Interactions and Cross-cultural Adjustment; Intercultural Communication; Intercultural Competence; Theories of Intercultural Perceptions and Behaviors; Similarity-Attraction Paradigm; Social Identity Theory; Role Theory; Attribution Theory; Conclusion; References; 3 Intercultural Service Encounters; Abstract; Cross-cultural Differences in Service Encounters; Customer Expectations Customer EvaluationsCustomer Outcomes; Limitations of Cross-cultural Perspective; Intercultural Service Encounters; Early Research on Intercultural Service Encounters (1999-2007); Original ICSE Framework (Sharma et al. 2009); Perceived Cultural Distance; Interaction Comfort; Inter-role Congruence; Adequate Service Level; Perceived Service Level; Intercultural Competence; Service Role (Customer Vs. Employee); Cultural Attributions; Service Outcome (Success Vs. Failure); Consumer Ethnocentrism; Cultural Verses Non-cultural Attributions; Personal Cultural Orientations Service Climate and Employee PerformanceEmployee Acculturation Behaviors; Conclusion; References; 4 Research Directions and Implications; Abstract; Research Directions; Managerial Implications; Conclusion; References; Index
+"This book investigates intercultural service encounters (ICSEs) in light of the rapidly globalizing world economy, examining the existing 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."--