Encounters for benefits

Added: Enedina Coolidge - Date: 25.09.2021 12:27 - Views: 23502 - Clicks: 2899

Consumer travel and multinational service corporations have increased the opportunity for service failures where consumers from one culture experience service problems in another cultural setting.

Encounters for benefits

This study extended the Stauss and Mang model, which proposed the possibility that intercultural service failures exhibit lower seriousness ratings due to the customer's attributing errors to cultural distance. Such a possible outcome has important implications for service providers whose customers are from different cultures, such as tourist or visiting businesspeople.

Encounters for benefits

A pretest, employing the critical incident technique, established descriptions of common service failures and recovery strategies for the sample frame. Domestic in Taiwan and foreign outside Taiwan service encounters were then compared in both failure and recovery stages, reported in an online survey employing a modified critical incident technique. showed that the apparent reduction in intercultural failure seriousness can be attributed not to the error itself, but to increased acceptance of the recovery strategy. These findings broaden the Stauss and Mang model by including the importance of recovery strategies, and the benefit gained by any recovery attempt within an intercultural service setting.

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Encounters for benefits

If you think you should have access to this content, click to contact our support team. Please note you do not have access to teaching notes Other access options You may be able to access teaching notes by logging in via Shibboleth, OpenAthens or with your Emerald. Abstract Consumer travel and multinational service corporations have increased the opportunity for service failures where consumers from one culture experience service problems in another cultural setting. us on our journey Platform update Visit emeraldpublishing.

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