The effect of intercultural sensitivity on employee performance in cross-cultural service encounters

Journal of Services Marketing

Volumn 19, Issue 4, 2005, Pages 245-255

  Sizoo, Steve ^a   Plank, Richard ^b   Iskat, Wilfried ^c   Serrie, Hendrick ^a  

^a ECKERD COLLEGE   (United States)

^b WILLIAM PATERSON UNIVERSITY   (United States)

^c UNIVERSITY OF CENTRAL FLORIDA   (United States)

Author keywords

Consumer behaviour; Cross cultural studies; Customer service management; Customer services quality; United States of America

Indexed keywords

EID: 22544458775     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040510605271     Document Type: Article

References (40)

1. American Automobile Association (2001), AAA Florida Tour Book, American Automobile Association, Heathrow, FL.
2. Andrews, F.M. and Robinson, J.P. (1991), "Measures of subjective wellbeing", in Robinson, J.P., Shaver, P.R. and Wrightsman, L.S. (Eds), Measures of Personality and Social Psychological Attitudes, Academic Press, San Diego, CA, pp. 1-15.
3. Bebko, C.P. (2001), "Service encounter problems: Which service providers are more likely to be blamed?", Journal of Services Marketing, Vol. 15 No. 6, pp. 480-95.
4. Bhawuk, D.P.S. (1990), "Cross-cultural orientation programs", in Brislin, R.W. (Ed.), Applied Cross-cultural Psychology, Sage Publications, Newbury Park, CA, pp. 325-47.
5. Bhawuk, D.P.S. (1998), "The role of culture theory in cross-cultural training", Journal of Cross-cultural Psychology, Vol. 29 No. 5, pp. 630-55.
6. Bhawuk, D.P.S. and Brislin, R.W. (1992), "The measurement of intercultural sensitivity using the concepts of individualism and collectivism", International Journal of Intercultural Relations, Vol. 16, pp. 413-36.
7. Biddle, B. (1979), Role Theory: Expectation, Identities, and Behaviors, Academic Press, New York, NY.
8. Bitner, M.J. (1990), "Evaluating service encounters: The effects of physical surroundings and employee responses", Journal of Marketing, Vol. 54, April, pp. 69-82.
9. Bitner, M.J., Brown, S.W. and Meuter, M.L. (2000), "Technology infusion in service encounters", Journal of the Academy of Marketing Services, Vol. 28 No. 1, pp. 138-49.
10. Broderick, A.J. (1999), "Role theory and the management of service encounters", Services Industry Journal, Vol. 19, pp. 117-31.
11. Bruner, G.C. II and Hensel, P.J. (1994), "Motivation to work (generalized)", Marketing Scales Handbook: A Compilation of Multi-item Measures, American Marketing Association, Chicago, IL, pp. 1020-1.
12. Churchill, G.A. Jr (1979), "A paradigm for developing better measures of marketing constructs", Journal of Marketing Research, Vol. 16, February, pp. 64-73.
13. Crowne, D.P. and Marlowe, D. (1964), The Approval Motive: Studies in Evaluative Dependence, Wiley, New York, NY.
14. Cushner, K.H. and Brislin, R.W. (1996), Intercultural Interactions: A Practical Guide, Sage Publications, Thousand Oaks, CA.
15. Czepiel, J.A., Solomon, M.R., Surprenant, C. and Gutman, E.G. (1985), "Service encounter: An overview", in Czepiel, J.A., Solomon, M.R. and Surprenant, C.F. (Eds), The Service Encounter, Lexington Books, New York, NY, pp. 3-16.
16. Czinkota, M.R. and Ronkainen, I.A. (2002), International Marketing, Harcourt, Orlando, FL.
17. Dontha, N. and Yoo, B. (1998), "Cultural influences on service quality expectations", Journal of Service Research, Vol. 1 No. 2, pp. 178-86.
18. Furrer, O., Liu, B.S.C. and Sudharshan, D. (2000), "The relationships between culture and service quality perceptions", Journal of Service Research, Vol. 2 No. 4, pp. 355-71.
19. Grove, S.J., Fisk, R.P. and Dorsch, M.J. (1998), "Assessing the theatrical components of the service encounters: A cluster analysis examination", Service Industries Journal, Vol. 18 No. 3, pp. 116-34.
20. Gudykunst, W.B. (1995), "Anxiety/Uncertainty Management (AUM) Theory: Current status", in Wiseman, R.L. (Ed.), Intercultural Communication Theory, Sage Publications, Thousand Oaks, CA, pp. 8-58.
21. Harrison, J.K., Chadwick, M. and Scales, M. (1996), "The relationship between cross-cultural adjustment and the personality variables of self-efficacy and self-monitoring", International Journal of Intercultural Relations, Vol. 20, pp. 167-88.
22. Hoffman, K.D. and Bateson, J.E.G. (1997), Essentials of Service Marketing, Dryden Press, Orlando, FL.
23. IBM Corporation (2004), "IBM annual report 2003", available at: www.ibm.comm.
24. Iskat, W.W.O. (1995), "A thematic analysis of the Service Delivery Act as applied to the hospitality industry: 1968-1993", unpublished doctoral dissertation, New York University, New York, NY.
25. Kahn, R.L., Wolfe, D.M., Quinn, R.P., Diedrick Snoek, J. and Rosenthal, R.A. (1964), Organizational Stress: Studies in Role Conflict and Ambiguity, Wiley, New York, NY.
26. Katriel, T. (1995), "From 'context' to 'contexts' in intercultural communication research", in Wiseman, R.L. (Ed.), Intercultural Communication Theory,Sage Publications, Thousands Oaks, CA, pp. 271-84.
27. Keaveney, S.M. (1995), "Customer switching behavior in service industries: An exploratory study", Journal of Marketing, Vol. 59, April, pp. 71-82.
28. Kelley, C. and Meyers, J. (2001), CCAI: Cross-cultural Adaptability Inventory, National Computer Systems, Minneapolis, MN.
29. Lynn, M. (1996), "Seven ways to increase servers' tips", Cornell Hotel and Restaurant Administration Quarterly, Vol. 37, pp. 24-9.
30. Lynn, M., Zinkhan, G. and Harris, J. (1993), "Consumer tipping: A cross-country study", Journal of Consumer Research, Vol. 20, December, pp. 478-88.
31. Mattila, A.S. (1999), "The role of culture in the service evaluation process", Journal of Service Research, Vol. 1 No. 3, pp. 250-61.
32. Mattila, A.S. (2000), "The impact of culture and gender on customer evaluations of service encounters", Journal of Hospitality & Tourism Research, Vol. 24, pp. 263-73.
33. NCS Assessments (2001), 2001 NCS (Volume II), National Computer Science, Minneapolis, MN.
34. Nunnally, J.C. (1978), Psychometric Theory, McGraw-Hill, New York, NY.
35. Samenfink, W.H. (1994), "A quantitative analysis of certain interpersonal skills required in the service encounter", Hospitality Research Journal, Vol. 17, pp. 3-15.
36. Shostack, G.L. (1985), "Planning the service encounter", in Czepiel, J.A., Solomon, M.R. and Surprenant, C.F., The Service Encounter, Lexington Books, New York, NY, pp. 243-54.
37. Solomon, M.R., Surprenant, C., Czepiel, J.A. and Gutman, E.G. (1985), "A role theory perspective on dyadic interactions: The service encounter", Journal of Marketing, Vol. 49, Winter, pp. 99-111.
38. US Department of Commerce (2004), "Bureau of economic analysis: commerce news", available at: www.bea.gov.
39. Winsted, K.F. (1999), "Evaluating service encounters: A cross-cultural and cross-industry exploration", Journal of Marketing Theory and Practice, Vol. 7 No. 2, pp. 106-23.
40. Zeithaml, V.A. and Bitner, M.J. (1996), Services Marketing, McGraw-Hill, New York, NY.