Intercultural Service Encounters [electronic resource] : Cross-cultural Interactions and Service Quality /
Sharma, Piyush.author.
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.
1. Introduction -- 2. Literature Review and Theoretical Background -- 3. Intercultural Service Encounters -- 4. Research Directions and Implications.
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.
Customer relations—Management.
Service industries.
Motivation research (Marketing).
International business enterprises—Cross-cultural studies.
Customer Relationship Management.
Services.
Consumer Behavior.
Cross-Cultural Management.