Intercultural Service Encounters

Cross-cultural Interactions and Service Quality

  • Piyush Sharma

Table of contents

  1. Front Matter
    Pages i-vii
  2. Piyush Sharma
    Pages 1-14
  3. Piyush Sharma
    Pages 29-73
  4. Piyush Sharma
    Pages 75-95
  5. Back Matter
    Pages 97-101

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.


adequate service level desired service level gap model ICSE perceived cultural distance intercultural competence interaction comfort inter-role congruence service outcome service marketing international service marketing cultural intelligence

Authors and affiliations

  • Piyush Sharma
    • 1
  1. 1.School of MarketingCurtin UniversityBentleyAustralia

Bibliographic information

Industry Sectors
Finance, Business & Banking