Intercultural Service Encounters
Cross-cultural Interactions and Service Quality
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Beschreibung
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.
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.
Identifies gaps in existing literature on ICSEs and is one of the first books devoted exclusively to this topic
Provides both theoretical analysis as well as practical suggestions for those in the marketing industry
Offers future research directions for the field
Autor*in
Piyush Sharma
Themen in »Intercultural Service Encounters«
ICSE adequate service level cultural intelligence desired service level gap model inter-role congruence interaction comfort intercultural competence international service marketing perceived cultural distance service marketing service outcome