Intercultural service encounters : an exploratory study of customer experiences

Barker, Sunita and Hartel, Charmine E.J. 2004, Intercultural service encounters : an exploratory study of customer experiences, Cross cultural management : an international journal, vol. 11, no. 1, pp. 3-14, doi: 10.1108/13527600410797710.

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Title Intercultural service encounters : an exploratory study of customer experiences
Author(s) Barker, Sunita
Hartel, Charmine E.J.
Journal name Cross cultural management : an international journal
Volume number 11
Issue number 1
Start page 3
End page 14
Publisher Emerald Goup Publishing
Place of publication Bingley, England
Publication date 2004
ISSN 1352-7606
Keyword(s) service encounter
cultural diversity
Summary Intercultural contact occurs on a daily basis across all facets of life, and is reflective of Australia’s multicultural society. This trend is observed in many Western industrialised nations and has contributed to a growing body of research and literature in the field of managing cultural diversity. While much of this research is focused on the internal context of the workplace, relatively little attention has been given to the impact of culture on the service provider and customer interface. In an effort to shed some light on the service experiences of culturally diverse customers, a series of exploratory interviews were conducted. The findings suggest that on the basis of service provider behaviors (both verbal and nonverbal), culturally diverse customers perceive they are the recipients of inequitable service and consequently experience low levels of satisfaction.
Language eng
DOI 10.1108/13527600410797710
Field of Research 200209 Multicultural, Intercultural and Cross-cultural Studies
HERDC Research category C1 Refereed article in a scholarly journal
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Document type: Journal Article
Collections: Faculty of Business and Law
Deakin Business School
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