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The Impact of Intercultural Communication Competence on Service Quality and Customer Satisfaction

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:A General Works
Divisions:International Business School
ID Code:58951
Deposited By: Haliza Zainal
Deposited On:04 Dec 2016 12:07
Last Modified:01 Feb 2017 09:23

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