Intercultural Service Encounters Cross-cultural Interactions and Ser

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 communic

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Piyush Sharma

Intercultural Service Encounters

Piyush Sharma

Intercultural Service Encounters Cross-cultural Interactions and Service Quality

Piyush Sharma School of Marketing Curtin University Bentley, Australia

ISBN 978-3-319-91940-9 ISBN 978-3-319-91941-6  (eBook) https://doi.org/10.1007/978-3-319-91941-6 Library of Congress Control Number: 2018945492 © The Editor(s) (if applicable) and The Author(s) 2019 This work is subject to copyright. All rights are solely and exclusively licensed by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations. Cover illustration: Pattern adapted from an Indian cotton print produced in the 19th century Printed on acid-free paper This Palgrave Pivot imprint is published by the registered company Springer International Publishing AG part of Springer Nature The registered company address is: Gewerbestrasse 11, 6330 Cham, Switzerland

Contents

1 Introduction 1 2 Literature Review and Theoretical Background 15 3 Intercultural Service Encounters 29 4 Research Directions and Implications 75 Index 97

v

List of Figures

Fig. 3.1 Original ICSE conceptual framework (adapted from Sharma et al. 2009) 42 Fig. 3.2 Extended ICSE conceptual framework (adapted from Sharma et al. 2012b) 53 Fig. 3.3 Cultural attributions framework (adapted from Tam et al. 2014) 54 Fig. 3.4 a Service role framework (adapted from Sharma et al. 2015). b Service outcome framework (adapted from Sharma et al. 2015) 56 Fig. 3.5 ICSE dual framework (adapted from Sharma and Zhan 2015) 58 Fig. 3.6 ICSE attributions framework (adapted from Tam et al. 2016) 59 Fig. 3.7 PCO framework (adapted from Sharma et al. 2016) 60 Fig. 3.8 Service climate model (adapted from Fung et al. 2017) 62 Fig. 3.9 Service employees acculturation model (adapted from Gaur et al. 2017) 63

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1 Introduction

Abstract  With the recent rise in globalization, there is a rapid increase in the numbers of immigrants, migrant workers, international students