Tracking Cross-Cultural Service Failures: The Case of Japanese & German Visitors in the USA
- While industrialized countries are becoming service economies, all countries are becoming global. As competition becomes more global, understanding and accommodating the needs of international customers with different cultural backgrounds has become increasingly important. This study highlights cross-cultural perceptions of service problems in the tourist industry.
Document Type: | Article |
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Language: | English |
Author: | Steve Sizoo, Eileen Küpper, Jerome Agrusa |
Parent Title (English): | International Management Review |
Volume: | 7 |
Issue: | 2 |
First Page: | 58 |
Last Page: | 65 |
ISSN: | 1551-6849 |
Publisher: | American Scholars Press |
Publication year: | 2011 |
Keyword: | CIT model; German; Japan; cross-cultural service; inappropriate employee behavior |
Departments, institutes and facilities: | Einrichtungen / Sprachenzentrum |
Dewey Decimal Classification (DDC): | 3 Sozialwissenschaften / 30 Sozialwissenschaften, Soziologie / 306 Kultur und Institutionen |
Entry in this database: | 2015/08/21 |