“Culture shocks” in inter‐cultural service encounters?
“Culture shocks” in inter‐cultural service encounters?
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跨文化服务遭遇中的“文化冲击”？
DOI：
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发表时间：
1999
期刊：
影响因子：
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通讯作者：
Paul Y. Mang
中科院分区：
文献类型：
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作者：
Bernd Stauß;Paul Y. Mang
服务客户在与服务提供商互动的时刻感知质量。在全球化时代，越来越多的服务公司询问来自不同文化的客户之间感知的服务接触质量是否存在差异是很重要的。特别需要的是关于是否有问题的“文化冲击”发生在服务遇到由于文化约束的期望和看法的信息。为了回答这个问题，提出了一个跨文化服务接触质量模型。为了验证跨文化服务接触中的“文化冲击”假设，采用关键事件技术（CIT）进行了实证研究。这项研究的意外结果导致了模型的进一步发展。这让我们深入了解为什么，以及在什么情况下，跨文化的遭遇被认为比文化内的遭遇问题更少。最后，讨论了管理影响和开放研究问题。
Service customers perceive quality in the moment of interaction with the service provider. In times of globalization, it is important for a growing number of service companies to ask if the perceived service encounter quality differs among customers from different cultures. Particularly needed is information about whether problematic “culture shocks” occur in service encounters due to culture‐bound expectations and perceptions. To answer this question, a model of inter‐cultural service encounter quality is presented. In order to test the assumption of “culture shocks” in inter‐cultural service encounters, an empirical study applying the critical incident technique (CIT) was conducted. The unexpected results of this study lead to a further development of the model presented. This gives insights into why, and under which circumstances, inter‐cultural encounters are perceived as less problematic than intra‐cultural encounters. Finally, managerial implications and open research questions are discussed.