Building Customer Loyalty in Intercultural Service Encounters: The Role of Service Employees’ Cultural Intelligence

نویسندگان
چکیده

برای دانلود رایگان متن کامل این مقاله و بیش از 32 میلیون مقاله دیگر ابتدا ثبت نام کنید

اگر عضو سایت هستید لطفا وارد حساب کاربری خود شوید

منابع مشابه

Customer Satisfaction in Digital Service Encounters: the Role of Media Richness, Social presence, and Cultural Distance

Digital technologies are increasingly used for communication between service personnel and customers. These digital service encounters bring along two changes: First, diverse digital channels such as text, audio, or video communication vary in the perceived media richness and perceived social presence of the counterpart. Second, digital channels allow service providers to employ service personn...

متن کامل

Customer Satisfaction with Technology Mediated Service Encounters

With the advancement of technology, many aspects of the face-to-face interpersonal dynamics in service encounters between sellers and customers have been replaced with technology-based Web interfaces. This paper develops and tests a model of customer satisfaction with technology mediated service encounters utilizing the suggestions of Meuter et al. [43] and the factors proposed by Jarvenpaa and...

متن کامل

Customer Satisfaction with Electronic Service Encounters

Customer relationship management is an integral component of business strategy for on-line service providers. This paper investigates the aspects of on-line transactions in electronic retailing that are most likely to satisfy or dissatisfy customers, thereby increasing or decreasing the likelihood of building and maintaining relationships with them. For this study, 513 respondents reported beha...

متن کامل

Service Quality and Customer Loyalty: The Mediating Role of Customer Satisfaction among Professionals

The study of e-consumer behavior is getting more attention in e-commerce related literature. Acknowledging the importance of e-commerce, this study aims to investigate the influence of e-service quality dimensions (efficiency, requirement fulfilment, accessibility, privacy and responsiveness) on customer satisfaction and customer loyalty as well as to understand the mediating effect of customer...

متن کامل

Building Intercultural Sensitivity in Pre-Service EFL Teachers through Interactive Culture-Focused Speaking Tasks

One way to develop intercultural sensitivity in learners is through the inclusion of intercultural training in ELT and teacher training courses. This study aimed at enhancing the intercultural sensitivity of EFL pre-service teachers through interactive culture-focused speaking tasks. Therefore, a task-based syllabus was designed based on the principles of constructivism and intercultural themes...

متن کامل

ذخیره در منابع من


  با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید

ژورنال

عنوان ژورنال: Journal of International Marketing

سال: 2019

ISSN: 1069-031X,1547-7215

DOI: 10.1177/1069031x19837950