Temerak, M.S., Zhang, Ruby, Lagas, Cristiana (2020) I Revenge For Others I Do Not Know: the Role of Intercultural Competence in Moderating Customer Revenge to Service Failure Occurred to Adjacent Customer. In: ACR Conference 2020. Association for Consumer Research (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided) (KAR id:83790)
| The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided. | |
| Official URL: https://www.acrwebsite.org/volumes/2662030/volumes... |
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Abstract
We examine the service failure from the observers’ perspective and how it influences their patronage and revenge intentions. Results
from a 2x2 experiment revealed observer’s interpretation of service failure was largely influenced by their intercultural competence.
They are more sensitive to discrimination and courageous to retaliate with higher intercultural intelligence.
| Item Type: | Conference proceeding |
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| Subjects: | H Social Sciences |
| Institutional Unit: | Schools > Kent Business School |
| Former Institutional Unit: |
Divisions > Kent Business School - Division > Kent Business School (do not use)
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| Depositing User: | Mohamed Temerak |
| Date Deposited: | 28 Oct 2020 11:25 UTC |
| Last Modified: | 22 Jul 2025 09:04 UTC |
| Resource URI: | https://kar.kent.ac.uk/id/eprint/83790 (The current URI for this page, for reference purposes) |
University of Kent Author Information
Temerak, M.S..
| Creator's ORCID: |
 https://orcid.org/0000-0002-9128-6715
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