Impact of frontline service employees' acculturation behaviors on customer satisfaction and commitment in intercultural service encounters

Gaur Sanjaya Singh; Sharma Piyush; Herjanto Halimin; Kingshott Russel P. J.

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Impact of frontline service employees' acculturation behaviors on customer satisfaction and commitment in intercultural service encounters

机译：前线服务员工的影响行为对跨文化服务遇到客户满意度和承诺的影响

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摘要

Purpose - The purpose of this paper is to explore the impact of four types of acculturation behaviors of frontline service employees (assimilation, separation, integration, and marginalization) on customer satisfaction and customer commitment.

机译：目的——本文旨在探讨一线服务员工的四种文化适应行为（同化、分离、融合和边缘化）对顾客满意度和顾客承诺的影响。

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来源
《Journal of Service Theory and Practice》 |2017年第6期|共17页
作者
Gaur Sanjaya Singh; Sharma Piyush; Herjanto Halimin; Kingshott Russel P. J.;
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作者单位

Sunway Univ Business Sch Dept Mkt Petaling Jaya Malaysia;

Curtin Univ Sch Mkt Perth WA Australia;

McKendree Univ Sch Business Lebanon IL USA;

Curtin Univ Curtin Business Sch Sch Mkt Perth WA Australia;

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原文格式 PDF
正文语种 eng
中图分类管理学;
关键词
Acculturation; Separation; Integration; Frontline employees; Intercultural service encounters; Marginalization; Assimilation;

机译：文化适应;分离整合;一线员工;跨文化服务接触;边缘化;同化;

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Impact of frontline service employees' acculturation behaviors on customer satisfaction and commitment in intercultural service encounters

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