Culture and religion in service provision

Richard Metters

Chapter 13 in Research Handbook on Services Management, 2022, pp 180-193 from Edward Elgar Publishing

Abstract: Customers from different cultures and with different religious beliefs have different views of service excellence and what constitutes inappropriate service. Service Operations workers from different cultures/religions have different backgrounds and social mores that cause them to react to instructions differently, engage with quality management differently, and react differently to reward structures. Rather than advancing a theory, the focus here is on a number of examples that show service provision and consumption differ according to the cultures/religions of customers and employees. The small amount of literature on the subject is also reviewed. None of the examples herein will be surprising to the specific "in-group." However, they are frequently surprising to Western managers - the audience for this work - who attempt to transfer operating procedures across cultures and religious systems. In that sense, it is argued that a new type of "generalization" is needed: generalization of cultural and religious context, rather than subject.

Keywords: Business and Management; Economics and Finance (search for similar items in EconPapers)
Date: 2022
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.elgaronline.com/view/edcoll/9781800375659/9781800375659.00022.xml (application/pdf)
Our link check indicates that this URL is bad, the error code is: 503 Service Temporarily Unavailable

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:elg:eechap:20189_13

Ordering information: This item can be ordered from
http://www.e-elgar.com

Access Statistics for this chapter

More chapters in Chapters from Edward Elgar Publishing
Bibliographic data for series maintained by Darrel McCalla ().