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ArticleShared ethnicity effects on service encounters: A study across three U.S. subcultures

Detra Y. Montoya2011

Article2011

Shared ethnicity effects on service encounters: A study across three U.S. subcultures

Detra Y. Montoya · Elten Briggs

45 citations·0/0 files stored·Journal of Business Research

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Customer Service Quality and Loyalty Social and Intergroup Psychology Consumer Behavior in Brand Consumption and Identification

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References

1991Culture and the Self: Implications for Cognition, Emotion, and Motivation 1981Culture's Consequences: International Differences in Work-Related Values 1983Culture's Consequences: International Differences in Work-Related Values.2000An Integrative Theory of Intergroup Conflict 1979The Social psychology of intergroup relations 1982Social Psychology of Intergroup Relations 1977Importance-Performance Analysis 1988Individualism and collectivism: Cross-cultural perspectives on self-ingroup relationships.

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2016Speak my language or look like me? – Language and ethnicity in bilingual customer service recovery 2020Intercultural service encounters: a systematic review and a conceptual framework on trust development 2018Do organizations' diversity signals threaten members of the majority group? The case of employee professional networks 2013Exploring ethnic consumer response to crossover brand extensions 2024“Look me in the eye, customer”: How do face-to-face interactions in peer-to-peer sharing economy services affect customers’ misbehavior concealment intentions?

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Year2011

Typearticle

Published2011-09-07

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations45

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.jbusres.2011.08.011

openalex_workW2016114918

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2020I need the hook-up: the impact of shared race and ethnic identity on the expectations of service quality

2021Buying gifts for multiple recipients: How culture affects whose desires are prioritized