A grounded theory model of service providers' stress, emotion, and coping during intercultural service encounters

Managing Service Quality

Volumn 20, Issue 4, 2010, Pages 328-342

  Wang, Chen ya ^a   Mattila, Anna S ^a  

^a PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

Customer satisfaction; Employees; Individual perception; National cultures; Service delivery

Indexed keywords

EID: 77954396576     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604521011057478     Document Type: Article

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