The Effect of Cultural Differences on Service Encounter Satisfaction

Bianchi, Constanza (2001) The Effect of Cultural Differences on Service Encounter Satisfaction. In 2001 AMA Winter Educator's Conference, Winter 2001, Scottsdale, Arizona.

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This paper examines the relationship between cultural differences between customers and providers, and service encounter satisfaction. A theoretical framework is developed. The relationship is proposed to be mediated by mutual understanding and expectation congruency, and moderated by the degree of intangibility of the service and proximity between customer and service provider.

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4 citations in Web of Science®
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ID Code: 15483
Item Type: Conference Paper
Refereed: Yes
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Copyright Owner: Copyright 2001 (please consult author)
Deposited On: 06 Nov 2008 00:00
Last Modified: 05 Jan 2011 13:39

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