Skip to main content

I revenge to what I observe: the role of intercultural competence in moderating customer revenge responses to service failure

Temerak, M.S., Zhang, Ruby, Lagas, Cristiana (2020) I revenge to what I observe: the role of intercultural competence in moderating customer revenge responses to service failure. In: ACR Conference 2020. . ACR (In press) (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/search/

Abstract

This working paper examines service failure from the observer’s perspective and studies the influences on observer’s patronage and revenge intentions. Results from a 2x2 experiment revealed that the observer’s interpretation of service failure was largely influenced by culture and the intercultural experience. They are more sensitive to discriminations and courageous to retaliate with higher intercultural intelligence.

Item Type: Conference or workshop item (Proceeding)
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: 16 Feb 2021 14:15 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
  • Depositors only (login required):