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Intercultural service encounters (ICSE): an extended framework and empirical validation
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What this work says
Outgoing claims: the papers this work cites, builds on, or argues with.
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Social categorization and intergroup behaviour
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On the Evaluation of Structural Equation Models
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A developmental approach to training for intercultural sensitivity
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The role of employee effort in satisfaction with service transactions
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HANDBOOK OF INTERCULTURAL TRAINING
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Employee satisfaction, customer satisfaction, and financial performance: An empirical examination
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Examining the dynamics of consumer expectations in a Chinese context
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How tourists consume a destination
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Review and future directions of cross-cultural consumer services research
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Removing the contextual lens: A multinational, multi-setting comparison of service evaluation models
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A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses
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Tourists’ intention to visit a country: The impact of cultural distance
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A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study
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Measuring intercultural sensitivity: The intercultural development inventory
inferredcites →https://doi.org/10.1016/s0147-1767(97)00023-0openalex-snapshot
“Cultural fit”: A new perspective on personality and sojourner adjustment
inferredcites →https://doi.org/10.1016/s0148-2963(02)00277-1openalex-snapshot
An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction
inferredcites →https://doi.org/10.1016/s1571-5027(07)19004-5openalex-snapshot
Cultural Intelligence and the Global Mindset
inferredcites →https://doi.org/10.1023/a:1007675010798openalex-snapshot
Demographics in Service Encounters: Effects of Racial and Gender Congruence on Perceived Fairness
inferredcites →https://doi.org/10.1037/0021-9010.70.3.423openalex-snapshot
Employee and customer perceptions of service in banks: Replication and extension.
inferredcites →https://doi.org/10.1037/0033-2909.103.3.411openalex-snapshot
Structural equation modeling in practice: A review and recommended two-step approach.
inferredcites →https://doi.org/10.1080/00224545.1986.9713624openalex-snapshot
Interracial Contact in the Customer-Clerk Situation
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The Effects of Preference Heterogeneity and Source Characteristics on Ad Processing and Judgements about Endorsers
inferredcites →https://doi.org/10.1080/10705519909540118openalex-snapshot
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Country of origin effects: a literature review
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Behavioral biases in the service encounter: empowerment by default?
inferredcites →https://doi.org/10.1108/03090560310486988openalex-snapshot
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The effect of intercultural sensitivity on employee performance in cross‐cultural service encounters
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Internationalization of services: identifying the building‐blocks for future research
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The relative effects of national stereotype and advertising information on the selection of a service provider: an empirical study
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inferredcites →https://doi.org/10.1108/09564230310489268openalex-snapshot
Service failures away from home: benefits in intercultural service encounters
inferredcites →https://doi.org/10.1108/09564230610667096openalex-snapshot
New aspects of research into service encounters and service quality
inferredcites →https://doi.org/10.1108/09564230810869748openalex-snapshot
Internal service – barriers, flows and assessment
inferredcites →https://doi.org/10.1108/09564239410057672openalex-snapshot
The Internal Service Encounter
inferredcites →https://doi.org/10.1108/09564239510078849openalex-snapshot
Internal marketing: a review and some interdisciplinary research challenges
inferredcites →https://doi.org/10.1108/09564239710185398openalex-snapshot
Customer contributions and roles in service delivery
inferredcites →https://doi.org/10.1108/09604520010351220openalex-snapshot
Tourists’ perceptions towards and satisfaction with service quality in the cross‐cultural service encounter: implications for hospitality and tourism management
inferredcites →https://doi.org/10.1108/09604520510606817openalex-snapshot
Domestic inter‐cultural service encounters: an integrated model
inferredcites →https://doi.org/10.1108/13527600410797710openalex-snapshot
Intercultural service encounters: an exploratory study of customer experiences
inferredcites →https://doi.org/10.1108/eum0000000000366openalex-snapshot
Customer Satisfaction: A Comprehensive Approach
inferredcites →https://doi.org/10.1108/eum0000000005658openalex-snapshot
The quality of bi‐directional service quality in dyadic service encounters
inferredcites →https://doi.org/10.1111/j.1559-1816.2008.00338.xopenalex-snapshot
Consumer Racial Discrimination in Tipping: A Replication and Extension
inferredcites →https://doi.org/10.1177/002224298605000206openalex-snapshot
Buyers' and Sellers' Explanations for Product Failure: Who Done It?
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Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments
inferredcites →https://doi.org/10.1177/0092070393211001openalex-snapshot
The Nature and Determinants of Customer Expectations of Service
inferredcites →https://doi.org/10.1177/0265407597143008openalex-snapshot
An Overview (and Underview) of Research and Theory within the Attraction Paradigm
inferredcites →https://doi.org/10.1177/1059601105275253openalex-snapshot
Cultural Intelligence in Organizations
inferredcites →https://doi.org/10.1177/1094670503005004004openalex-snapshot
Consumer Comfort in Service Relationships
inferredcites →https://doi.org/10.1177/1094670509338312openalex-snapshot
Demystifying Intercultural Service Encounters
inferredcites →https://doi.org/10.1177/109467059800100103openalex-snapshot
Employee Satisfaction, Customer Loyalty, and Financial Performance
inferredcites →https://doi.org/10.1177/109467059800100106openalex-snapshot
An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters
inferredcites →https://doi.org/10.1177/135676670200800108openalex-snapshot
Intercultural communication and mediation: A framework for analysing the intercultural competence of Chinese tour guides
inferredcites →https://doi.org/10.1207/s15327027hc0604_5openalex-snapshot
Effects of Interrole Congruence on Pharmacist-Patient Communication
inferredcites →https://doi.org/10.1300/j037v15n04_05openalex-snapshot
A Comparison of the Effect of Intercultural Sensitivity on Employee Performance in Cross-Cultural Service Encounters: London vs. Florida
inferredcites →https://doi.org/10.1300/j046v18n01_05openalex-snapshot
Cross-Cultural Interaction Comfort and Service Evaluation
inferredcites →https://doi.org/10.1509/jimk.14.1.49openalex-snapshot
Cultural Distance and Psychic Distance: Two Peas in a Pod?
inferredcites →https://doi.org/10.1509/jmkg.2005.69.4.26openalex-snapshot
Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context
inferredcites →https://doi.org/10.2307/1251180openalex-snapshot
A Role Theory Perspective on Dyadic Interactions: The Service Encounter
inferredcites →https://doi.org/10.2307/1251871openalex-snapshot
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
inferredcites →https://doi.org/10.2307/1251919openalex-snapshot
Critical Service Encounters: The Employee's Viewpoint
inferredcites →https://doi.org/10.2307/1251929openalex-snapshot
The Behavioral Consequences of Service Quality
inferredcites →https://doi.org/10.2307/270754openalex-snapshot
Assessing Reliability and Stability in Panel Models
inferredcites →https://doi.org/10.2307/3150499openalex-snapshot
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
inferredcites →https://doi.org/10.2307/3152082openalex-snapshot
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
inferredcites →https://doi.org/10.5281/zenodo.14579729openalex-snapshot
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
inferredcites →https://doi.org/10.5860/choice.44-0406openalex-snapshot
CQ: developing cultural intelligence at work
inferredcites →https://doi.org/10.5860/choice.47-6963openalex-snapshot
Satisfaction: a behavioral perspective on the consumer
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Small and medium sized enterprise marketing to foreign consumers in Seoul, South Korea
inferred← citeshttps://doi.org/10.35199/icdc.2020.37openalex-snapshot
THE EFFECTS OF CUSTOMERS’ CULTURAL VALUES ON THEIR PERCEPTIONS OF LODGING SERVICE QUALITY: A COMPARATIVE ANALYSIS OF CUSTOMERS AT TRADITIONAL JAPANESE INNS
inferred← citeshttps://doi.org/10.37075/ea.2022.3.12openalex-snapshot
Service Failure, its Recovery and Client Loyalty
inferred← citeshttps://doi.org/10.3727/109830422x16467943430932openalex-snapshot
Hidden Discrimination: Designing Culturally Inclusive Service Encounters Using Grounded Theory
inferred← citeshttps://doi.org/10.37745/bje.2013/vol12n26381openalex-snapshot
Developing Dual Language Skills and Intercultural Communication Strategies in a Bilingual Learning Environment: Investigating a Project Based Learning Programme
inferred← citeshttps://doi.org/10.3917/mav.120.0111openalex-snapshot
La dynamique des compétences interculturelles individuelles et collectives des prestataires de services dans l’expérience de service du client
inferred← citeshttps://doi.org/10.4018/ijabim.370598openalex-snapshot
A Comparative Study of the Impact of Service Climate on Employee Commitment in the Greater Mekong Subregion
inferred← citeshttps://doi.org/10.4225/55/59a7b28efe6acopenalex-snapshot
Assessment of customer perceptions towards frontline service employees’ role behaviours
inferred← citeshttps://doi.org/10.5038/2640-6489.1.1.1005openalex-snapshot
A conceptual framework to explain the impact of visitors’ previous experiences on customer satisfaction
inferred← citeshttps://doi.org/10.51415/10321/2611openalex-snapshot
Customer service as a strategic tool amongst independent retail food chains in KwaZulu-Natal
inferred← citeshttps://doi.org/10.5148/tncr.2014.6307openalex-snapshot
Cross-Cultural Sensitivities in Tourism: Potentials for Conflict and Understanding
inferred← citeshttps://doi.org/10.70675/e2c5ff04z24a1z448az9ac8zdf5f502d6382openalex-snapshot
Influence of Contradictory Cultural Value Orientations on Service Encounters in China's Private Education Market : a Paradox Theory Approach
inferred← citeshttps://doi.org/10.7202/1083851aropenalex-snapshot
Intercultural Competence in Intercultural Service Encounters: Case of a Language School in France
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