Purpose – The purpose of this paper is to introduce a comprehensive framework incorporating service roles (customer vs employee) and outcomes (failure vs success) as moderators in the process by which perceived cultural distance (PCD) affects customers and employees in intercultural service...

Purpose – This paper aims to extend the intercultural service encounters (ICSE) framework using role theory and information asymmetry perspective, to hypothesize differences in the strength of many relationships based on service role (customers versus employees). Design/methodology/approach...

Purpose This paper aims to examine the role that personal cultural orientations play in customer attributions in intercultural service encounters. Design/methodology/approach A conceptual model was developed depicting the relationships between service delivery outcome, personal cultural...

Purpose – This study aims to develop a model based on attribution theory and intercultural literature to explain the underlying customer satisfaction process in intercultural service encounters. Design/methodology/approach – In-depth interviews were used to develop an understanding of...