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)
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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 |
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