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Domestic inter‐cultural service encounters: an integrated model

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References

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1987Predictability and Personalization in the Service Encounter1,135 cited

Cited by

2015Consumer ethnocentrism vs. intercultural competence as moderators in intercultural service encounters72 cited
2014Examining the role of attribution and intercultural competence in intercultural service encounters71 cited
2016Role of personal cultural orientations in intercultural service encounters53 cited
2015Customer responses to intercultural communication accommodation strategies in hospitality service encounters52 cited
2016Cultural influences on expectations and evaluations of service quality in emerging markets51 cited
2015Service role and outcome as moderators in intercultural service encounters45 cited
2017Impact of frontline service employees’ acculturation behaviors on customer satisfaction and commitment in intercultural service encounters44 cited
2014The effect of service employees’ accent on customer reactions42 cited
2020Intercultural service encounters: a systematic review and a conceptual framework on trust development38 cited
2017In their shoes: co-creating value from deaf/hearing perspectives34 cited
2012Predicting negative consumer reactions to services offshoring30 cited
2018Customer response to service encounter linguistics29 cited
2012" Dimensiones de la competencia comunicativa intercultural (CCI) y sus implicaciones para la práctica educativa"27 cited
2010Services offshoring27 cited
2017Service excellence in the light of cultural diversity: the impact of metacognitive cultural intelligence25 cited
2009Cultural Effects On Customer Satisfaction With Service Encounters25 cited