000			02864nam a22002535i 4500
999			_c34650 _d34650
001			20505106
010			_a 2018945492
020			_a9783319919409
040			_aUOWD
082			_a338.4700014 SH IN
100			_aSharma, Piyush _921404
245	0	0	_aIntercultural service encounters : _bcross-cultural interactions and service quality _cPiyush Sharma
260			_aCham, Switzerland : _bPalgrave Macmillan, _cc2019.
300			_avii, 101 p. : _bill. ; _c23 cm.
490			_aPalgrave pivot
500			_aIncludes bibliographical references and index.
505			_aIntro; 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
520			_a+"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."--
650			_aService industries _xMarketing _9846
650			_aIntercultural communication _9721
650			_vAustralian _91094
856			_uhttps://uowd.box.com/s/8b5ck3vz5lb0u5kmte84oe28ro092l28 _zLocation Map
942			_2ddc _cREGULAR