Ihtiyar, Ali and Ahmad, Fauziah Sh (2015) The impact of intercultural communication competence on service quality and customer satisfaction. Services Marketing Quarterly, 36 (2). pp. 136-152. ISSN 1533-2969
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Official URL: http://dx.doi.org/10.1080/15332969.2015.1014238
Abstract
This article aims to better understand the impact of intercultural communication competence (ICC) on personal interaction (PI) and customer satisfaction (CS) in grocery retailing. Measurement of the constructs and their interrelationships were examined based on structural equation modeling. Although numerous researchers have studied the topic of service quality (SQ) and CS, none of those studies has explored the critical role of ICC and integrated the construct into their SQ and CS models. Intercultural notions are acknowledged as key determinants to improve our understanding on this phenomenon and provide an impetus for further research.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | customer satisfaction, intercultural communication competence, malaysia, retailing, service quality |
| Subjects: | H Social Sciences > HB Economic Theory > HB615-715 Entrepreneurship. Risk and uncertainty. Property |
| Divisions: | International Business School |
| ID Code: | 58951 |
| Deposited By: | Haliza Zainal |
| Deposited On: | 04 Dec 2016 04:07 |
| Last Modified: | 10 Apr 2022 03:33 |
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