Authors:
- Identifies gaps in existing literature on ICSEs and is one of the first books devoted exclusively to this topic
- Provides both theoretical analysis as well as practical suggestions for those in the marketing industry
- Offers future research directions for the field
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Table of contents (4 chapters)
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Front Matter
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Back Matter
About this book
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.
Authors and Affiliations
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School of Marketing, Curtin University, Bentley, Australia
Piyush Sharma
About the author
Piyush Sharma is Professor of marketing at Curtin University, Australia. With over 30 years of experience in industry and academia, his research covers services and international marketing, cross-cultural consumer behaviour, self-regulation, marketing strategy and marketing-finance interface. Piyush serves in editorial roles for many major international marketing journals.
Bibliographic Information
Book Title: Intercultural Service Encounters
Book Subtitle: Cross-cultural Interactions and Service Quality
Authors: Piyush Sharma
DOI: https://doi.org/10.1007/978-3-319-91941-6
Publisher: Palgrave Pivot Cham
eBook Packages: Business and Management, Business and Management (R0)
Copyright Information: The Editor(s) (if applicable) and The Author(s) 2019
Hardcover ISBN: 978-3-319-91940-9Published: 05 July 2018
eBook ISBN: 978-3-319-91941-6Published: 19 June 2018
Edition Number: 1
Number of Pages: VII, 101
Number of Illustrations: 9 b/w illustrations
Topics: Customer Relationship Management, Services, Consumer Behavior, Cross-Cultural Management