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: Advances in Consumer Research. ACR Conference 2020. 48. p. 1201. 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. (Contact us about this Publication) | |
| Official URL: https://www.acrwebsite.org/volumes/2662030/volumes... |
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 or workshop item (Proceeding) |
|---|---|
| Subjects: | H Social Sciences |
| Divisions: | Divisions > Kent Business School - Division > Kent Business School (do not use) |
| Depositing User: | Mohamed Temerak |
| Date Deposited: | 28 Oct 2020 11:25 UTC |
| Last Modified: | 11 Jan 2023 15:50 UTC |
| Resource URI: | https://kar.kent.ac.uk/id/eprint/83790 (The current URI for this page, for reference purposes) |
| Temerak, M.S.: |
 https://orcid.org/0000-0002-9128-6715
|
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