Intercultural service encounters (ICSE): An extended framework and empirical validation

Keyphrases

• Role Congruity 100%
• Intercultural Service Encounters 100%
• Extended Framework 100%
• Perceived Cultural Distance 75%
• Hong Kong 50%
• Customer Services Quality 50%
• Service Level 50%
• Strong Positive Effect 50%
• Service Failure 50%
• Interaction Comfort 50%
• Cultural Competency 50%
• Failure Scenarios 50%
• Design Methodology 25%
• Restaurant Employees 25%
• Restaurants 25%
• Relationship-based 25%
• Ethnic Chinese 25%
• Negative Effects 25%
• Service Role 25%
• Chinese Consumers 25%
• Information Asymmetry 25%
• Chinese Employees 25%
• Service Users 25%
• Adequate Service 25%
• Service Employees 25%
• Role Theory 25%
• Role Information 25%

Social Sciences

• Congruence 100%
• Cultural Distance 75%
• Intercultural Competence 50%
• Hong Kong 50%
• Design Methodology 25%
• Chinese 25%
• Generalizable 25%
• Role Theory 25%
• Information Asymmetry 25%