... Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only Intercultural competence has been found to be increasingly important. The purpose of this paper is to understand how intercultural competence impacts service providers’ ability to recognition faces of both black...

... used to develop an understanding of customer experience and evaluations in intercultural service encounters. A quasi-experiment with 236 customers was used to empirically examine the relationships between perceived culture distance, cultural attribution, intercultural competence and customer...

... cultural distance has a stronger negative effect on inter‐role congruence, interaction comfort has a stronger positive effect on perceived service level and inter‐role congruence on adequate service level, for customers versus employees. Intercultural competence has a stronger positive effect on inter‐role...