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Keywords: Intercultural
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Journal Articles
Service role and outcome as moderators in intercultural service encounters
Available to Purchase
Journal:
Journal of Service Management
Journal of Service Management (2015) 26 (1): 137–155.
Published: 16 March 2015
... and employees in intercultural service encounters (ICSEs). Design/methodology/approach – The authors used a 2×2×3 between-subjects experimental design with Chinese undergraduate students, manipulating service role (customer and employee), outcome (failure and success) and PCD (low, medium and high...
