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Impact of frontline service employees' acculturation behaviours on customer satisfaction and commitment in intercultural service encounters
Gaur, Sanjaya Singh; Sharma, Piyush; Herjanto, Halimin; … - In: Journal of service theory and practice : JSTP 27 (2017) 6, pp. 1105-1121
Persistent link: https://www.econbiz.de/10011811524
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Service role and outcome as moderators in intercultural service encounters
Sharma, Piyush; Tam, Jackie L. M.; Kim, Namwoon - In: Journal of service management 26 (2015) 1, pp. 137-155
Persistent link: https://www.econbiz.de/10010504614
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Demystifying intercultural service encounters : toward a comprehensive conceptual framework
Sharma, Piyush; Tam, Jackie L. M.; Kim, Namwoon - In: Journal of service research : JSR 12 (2009/10) 2, pp. 227-242
Persistent link: https://www.econbiz.de/10003901062
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Consumer ethnocentrism vs. intercultural competence as moderators in intercultural service encounters
Sharma, Piyush; Zhan, Wu - In: The journal of services marketing 29 (2015) 2, pp. 93-102
Persistent link: https://www.econbiz.de/10011343392
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Exploring the zone of tolerance for internal customers in IT-enabled call centers
Hsieh, J. J. Po-an; Sharma, Piyush; Rai, Arun; … - In: Journal of service research : JSR 16 (2013) 3, pp. 277-294
Persistent link: https://www.econbiz.de/10009782145
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Attribution of success and failure in intercultural service encounters : the moderating role of personal cultural orientations
Tam, Jackie L. M.; Sharma, Piyush; Kim, Namwoon - In: The journal of services marketing 30 (2016) 6, pp. 643-658
Persistent link: https://www.econbiz.de/10011635055
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Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour
Sharma, Piyush; Marshall, Roger; Reday, Peter Alan; Na, … - In: Journal of marketing management : MM 26 (2010) 1/2, pp. 163-180
Persistent link: https://www.econbiz.de/10003979657
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Demystifying cultural differences in country-of-origin effects : exploring the moderating roles of product type, consumption context, and involvement
Sharma, Piyush - In: Journal of international consumer marketing 23 (2011) 5, pp. 344-364
Persistent link: https://www.econbiz.de/10009383484
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Cultural influences on consumer ethnocentrism : a multi-country investigation
Sharma, Piyush - In: Journal of euromarketing 19 (2010) 2/3, pp. 175-196
Persistent link: https://www.econbiz.de/10009384431
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Country of origin effects in developed and emerging markets : exploring the contrasting roles of materialism and value consciousness
Sharma, Piyush - In: Journal of international business studies : JIBS ; an … 42 (2011) 2, pp. 285-306
Persistent link: https://www.econbiz.de/10008909561