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TitleIntercultural Service Encounters [electronic resource] : Cross-cultural Interactions and Service Quality / by Piyush Sharma
ImprintCham : Springer International Publishing : Imprint: Palgrave Pivot, 2019
Connect tohttps://doi.org/10.1007/978-3-319-91941-6
Descript VII, 101 p. 9 illus. online resource

SUMMARY

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


CONTENT

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


Customer relations-Management Service industries Motivation research (Marketing) International business enterprises—Cross-cultural studies Customer Relationship Management. http://scigraph.springernature.com/things/product-market-codes/513050 Services. http://scigraph.springernature.com/things/product-market-codes/527020 Consumer Behavior. http://scigraph.springernature.com/things/product-market-codes/513060 Cross-Cultural Management. http://scigraph.springernature.com/things/product-market-codes/525040



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