Intercultural service encounters in the post-COVID-19 world: a research agenda

Piyush Sharma

Chapter 10 in A Research Agenda for Service Marketing, 2024, pp 283-298 from Edward Elgar Publishing

Abstract: Before the ongoing COVID-19 pandemic brought the world to a grinding halt, the growing trend towards globalization had led to a rapid rise in the numbers of immigrants, expatriate workers, international students, foreign tourists, multinational businesspeople and refugees who live or visit overseas. This resulted in an increasing number of intercultural service encounters (ICSE), which involve service employees and customers from diverse cultural backgrounds. Interestingly, during the ongoing COVID-19 pandemic, many of these encounters have switched to online mode, in various service sectors ranging from education and healthcare to finance and retailing. This chapter begins with a review of the relevant research on intercultural service encounters and the impact of COVID-19 on the customers and employees of interpersonal consumer services. Next, it identifies some important research questions and develops some testable propositions for guiding research on the nature and role of intercultural service encounters in the post-COVID-19 world.

Keywords: Business and Management; Economics and Finance; Geography (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.elgaronline.com/doi/10.4337/9781803923178.00023 (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:21560_10

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 ().