Domestic inter‐cultural service encounters: an integrated model

Domestic inter‐cultural service encounters: an integrated model Purpose – Proposes to provide practicing managers and academic researchers with a framework that will help them to understand better the nature of domestic inter‐cultural service encounters. Design/methodology/approach – Social identity theory is used to demonstrate how salient identity cues such as physiognomy, linguistic, and behavioral differences are likely to influence customer expectations during initial and subsequent encounters between domestic customers and culturally distant service providers. Findings – The framework developed, and the associated propositions, provide practicing managers with insights into how domestic service customers are likely to respond to domestic inter‐cultural service encounters. Practical implications – Domestic intercultural service encounters have special practical implications for staffing policy and training requirements in service organizations (e.g. there may be ethical and legal challenges for service organizations that refuse to hire service providers unless they can demonstrate competence in the domestic language, customs, etc., or because of visible salient cultural identity cues). Originality/value – Existing service encounter frameworks do not address the role that cultural identity plays in service exchange relationships. The value of this paper is that it uses cultural identity theory to extend an existing model that examines the nature and determinants of customer expectations of service. This extension enhances managers' understanding of service exchange relationships. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Domestic inter‐cultural service encounters: an integrated model

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Publisher
Emerald Publishing
Copyright
Copyright © 2005 Emerald Group Publishing Limited. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520510606817
Publisher site
See Article on Publisher Site

Abstract

Purpose – Proposes to provide practicing managers and academic researchers with a framework that will help them to understand better the nature of domestic inter‐cultural service encounters. Design/methodology/approach – Social identity theory is used to demonstrate how salient identity cues such as physiognomy, linguistic, and behavioral differences are likely to influence customer expectations during initial and subsequent encounters between domestic customers and culturally distant service providers. Findings – The framework developed, and the associated propositions, provide practicing managers with insights into how domestic service customers are likely to respond to domestic inter‐cultural service encounters. Practical implications – Domestic intercultural service encounters have special practical implications for staffing policy and training requirements in service organizations (e.g. there may be ethical and legal challenges for service organizations that refuse to hire service providers unless they can demonstrate competence in the domestic language, customs, etc., or because of visible salient cultural identity cues). Originality/value – Existing service encounter frameworks do not address the role that cultural identity plays in service exchange relationships. The value of this paper is that it uses cultural identity theory to extend an existing model that examines the nature and determinants of customer expectations of service. This extension enhances managers' understanding of service exchange relationships.

Journal

Managing Service QualityEmerald Publishing

Published: Aug 1, 2005

Keywords: Service industries; Cross‐cultural management; Customer service management; Customer satisfaction

References

  • An empirical investigation of the role of culture on service recovery expectations
    Kanousi, A.
  • Service recovery in the airline industry: a cross‐cultural comparison of the attitudes and behaviours of British and Italian front‐line personnel
    Lorenzoni, N.; Lewis, B.R.
  • Service design and operations strategy formulation in multicultural markets
    Pullman, M.E.; Verma, R.; Goodale, J.C.
  • A social cognition model of consumer satisfaction/dissatisfaction: an experiment
    Sirgy, M.J.
  • Culture shocks in inter‐cultural service encounters?
    Stauss, B.; Mang, P.
  • Tourists' perceptions towards and satisfaction with service quality in the cross‐cultural service encounter: Implications for hospitality and tourism management
    Weiermair, K.

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