Matches in SemOpenAlex for { <https://semopenalex.org/work/W2023088047> ?p ?o ?g. }
- W2023088047 endingPage "170" @default.
- W2023088047 startingPage "159" @default.
- W2023088047 abstract "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 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 satisfaction. Findings – Perceived culture distance is positively related to customer satisfaction, with cultural attribution mediating the relationship between perceived cultural distance and customer satisfaction, and partially mediating the moderating effect of intercultural competence on the relationship between perceived culture distance and customer satisfaction. Research limitations/implications – This study focuses on cultural attribution in intercultural service encounters. It is acknowledged that there are other attribution dimensions such as stability and controllability which may interact with perceived culture distance and influence subsequent customer satisfaction evaluation. Future research should consider these various dimensions and examine their mediating role in customer satisfaction. Practical implications – It is recommended that service firms educate their customers of diverse cultures about local norms and practices, and proactively manage their expectations throughout the service experience. Originality/value – Despite the growing importance of intercultural service encounters, the findings of the relationship between perceived cultural distance and customer satisfaction are mixed. This study contributes to the literature by advancing our theoretical knowledge and empirical evidence of the role of cultural attribution and intercultural competence in intercultural service encounters." @default.
- W2023088047 created "2016-06-24" @default.
- W2023088047 creator A5003140349 @default.
- W2023088047 creator A5038898671 @default.
- W2023088047 creator A5045095251 @default.
- W2023088047 date "2014-05-06" @default.
- W2023088047 modified "2023-10-16" @default.
- W2023088047 title "Examining the role of attribution and intercultural competence in intercultural service encounters" @default.
- W2023088047 cites W1494716637 @default.
- W2023088047 cites W1495313845 @default.
- W2023088047 cites W1570397495 @default.
- W2023088047 cites W1969445271 @default.
- W2023088047 cites W1983364918 @default.
- W2023088047 cites W1984751081 @default.
- W2023088047 cites W1988800424 @default.
- W2023088047 cites W1990292772 @default.
- W2023088047 cites W1991092938 @default.
- W2023088047 cites W1993777186 @default.
- W2023088047 cites W1998468956 @default.
- W2023088047 cites W2000771560 @default.
- W2023088047 cites W2001856667 @default.
- W2023088047 cites W2002029764 @default.
- W2023088047 cites W2005289327 @default.
- W2023088047 cites W2014128031 @default.
- W2023088047 cites W2017115561 @default.
- W2023088047 cites W2017190416 @default.
- W2023088047 cites W2018066192 @default.
- W2023088047 cites W2023540936 @default.
- W2023088047 cites W2023867298 @default.
- W2023088047 cites W2025266568 @default.
- W2023088047 cites W2025732303 @default.
- W2023088047 cites W2026374152 @default.
- W2023088047 cites W2028978767 @default.
- W2023088047 cites W2029972378 @default.
- W2023088047 cites W2030680169 @default.
- W2023088047 cites W2032968844 @default.
- W2023088047 cites W2039764619 @default.
- W2023088047 cites W2042403850 @default.
- W2023088047 cites W2047431428 @default.
- W2023088047 cites W2050239198 @default.
- W2023088047 cites W2051629346 @default.
- W2023088047 cites W2051751273 @default.
- W2023088047 cites W2061742916 @default.
- W2023088047 cites W2064671549 @default.
- W2023088047 cites W2069293239 @default.
- W2023088047 cites W2074032954 @default.
- W2023088047 cites W2074160534 @default.
- W2023088047 cites W2076635899 @default.
- W2023088047 cites W2078646088 @default.
- W2023088047 cites W2085580018 @default.
- W2023088047 cites W2085738310 @default.
- W2023088047 cites W2086158197 @default.
- W2023088047 cites W2088495676 @default.
- W2023088047 cites W2088728174 @default.
- W2023088047 cites W2100430917 @default.
- W2023088047 cites W2101516123 @default.
- W2023088047 cites W2110969141 @default.
- W2023088047 cites W2113627843 @default.
- W2023088047 cites W2120523603 @default.
- W2023088047 cites W2122912498 @default.
- W2023088047 cites W2125852772 @default.
- W2023088047 cites W2129951714 @default.
- W2023088047 cites W2139503022 @default.
- W2023088047 cites W2148697571 @default.
- W2023088047 cites W2168666851 @default.
- W2023088047 cites W2239879913 @default.
- W2023088047 cites W2314333710 @default.
- W2023088047 cites W3124342006 @default.
- W2023088047 cites W4231536446 @default.
- W2023088047 cites W4233120691 @default.
- W2023088047 cites W4233457423 @default.
- W2023088047 cites W4238019501 @default.
- W2023088047 cites W4242148643 @default.
- W2023088047 cites W4243667233 @default.
- W2023088047 cites W4247157873 @default.
- W2023088047 cites W4251859756 @default.
- W2023088047 cites W4292811746 @default.
- W2023088047 cites W4298185589 @default.
- W2023088047 cites W62725004 @default.
- W2023088047 doi "https://doi.org/10.1108/jsm-12-2012-0266" @default.
- W2023088047 hasPublicationYear "2014" @default.
- W2023088047 type Work @default.
- W2023088047 sameAs 2023088047 @default.
- W2023088047 citedByCount "52" @default.
- W2023088047 countsByYear W20230880472014 @default.
- W2023088047 countsByYear W20230880472015 @default.
- W2023088047 countsByYear W20230880472016 @default.
- W2023088047 countsByYear W20230880472017 @default.
- W2023088047 countsByYear W20230880472018 @default.
- W2023088047 countsByYear W20230880472019 @default.
- W2023088047 countsByYear W20230880472020 @default.
- W2023088047 countsByYear W20230880472021 @default.
- W2023088047 countsByYear W20230880472022 @default.
- W2023088047 countsByYear W20230880472023 @default.
- W2023088047 crossrefType "journal-article" @default.
- W2023088047 hasAuthorship W2023088047A5003140349 @default.
- W2023088047 hasAuthorship W2023088047A5038898671 @default.
- W2023088047 hasAuthorship W2023088047A5045095251 @default.