Intercultural Service Encounters - Cross-cultural Interactions and Service Quality

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.

List of contents

1. Introduction.- 2. Literature Review and Theoretical Background.- 3. Intercultural Service Encounters.- 4. Research Directions and Implications.

About the author

Piyush Sharma is Professor of marketing at Curtin University, Australia. With over 30 years of experience in industry and academia, his research covers services and international marketing, cross-cultural consumer behaviour, self-regulation, marketing strategy and marketing-finance interface. Piyush serves in editorial roles for many major international marketing journals.

Summary

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.

Product details

• Authors: Piyush Sharma
• Publisher: Springer, Berlin
• Languages: English
• Product format: Hardback
• Released: 01.01.2018
• EAN: 9783319919409
• ISBN: 978-3-31-991940-9
• No. of pages: 101
• Dimensions: 152 mm x 216 mm x 12 mm
• Weight: 245 g
• Illustrations: VII, 101 p. 9 illus.
• Subjects: Social sciences, law, business > Business > Advertising, marketing; Marketing, C, Arbeits-, Wirtschafts- und Organisationspsychologie, Internationale Wirtschaft, Internationales Management, Business and Management, customer relationship management, Services, International business, Industries, Sales & marketing, Consumer behavior, Cross-Cultural Management, Management science, Management of specific areas, Motivation research (Marketing), International business enterprises—Cross-cultural studies, Customer relations—Management, Service industries, Hospitality & service industries