Intercultural Service Encounters

Cross-cultural Interactions and Service Quality
1. Auflage 2019
ISBN: 978-3-319-91940-9
Verlag: Springer International Publishing

Buch, Englisch, 101 Seiten, Format (B × H): 153 mm x 216 mm, Gewicht: 268 g

This book investigates intercultural service encounters (ICSEs) in light of the rapidly globalizing world economy, examining the extant literature on the topic and identifying areas which require further exploration. With a focus on intercultural communication and competence, the author analyses diverse conceptual frameworks, providing theoretical models and practical initiatives for those working within the services marketing industry. An excellent resource for anyone interested in how culture shapes customer and employee expectations and perceptions, this book addresses the potential implications and limitations of future models.

Zielgruppe

Research

Autoren/Hrsg.

Sharma, Piyush

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Marketing
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege
• Sozialwissenschaften Medien- und Kommunikationswissenschaften Kommunikationswissenschaften Interkulturelle Kommunikation & Interaktion
• Wirtschaftswissenschaften Wirtschaftssektoren & Branchen Dienstleistungssektor & Branchen
• Wirtschaftswissenschaften Betriebswirtschaft Management Internationales Management

Inhaltsverzeichnis

1. Introduction.- 2. Literature Review and Theoretical Background.- 3. Intercultural Service Encounters.- 4. Research Directions and Implications.

Über Autor(innen)

Piyush Sharma is Professor of marketing at Curtin University, Australia. With over 30 years of experience in industry and academia, his research covers services and international marketing, cross-cultural consumer behaviour, self-regulation, marketing strategy and marketing-finance interface. Piyush serves in editorial roles for many major international marketing journals.