...). Competence Customer participation Intercultural service encounters Perceived cultural distance Warmth Because of a trend of globalization in the past two decades, immigrants and tourists have contributed to an increasingly diverse marketplace. In 2014, the global trade in services accounted...

... role of personal cultural orientations on the relationship between service delivery outcome and customer attributions. Intercultural service encounters Customer attributions Personal cultural orientations Service delivery outcome Intercultural service encounters (ICSEs) refers...

... comfort, service quality and SAT and are affected more strongly by PCD and service outcome. The authors extend prior research on intercultural service encounters by exploring the moderating effects of PCOs on the influence of service outcome and PCD on interaction comfort, service quality and SAT...

...Jackie Tam; Piyush Sharma; Namwoon Kim Purpose – This study aims to develop a model based on attribution theory and intercultural literature to explain the underlying customer satisfaction process in intercultural service encounters. Design/methodology/approach – In-depth interviews were...