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The impact of intercultural communication competence on service quality and customer satisfaction

This article aims to better understand the impact of intercultural communication competence (ICC) on personal interaction (PI) and customer satisfaction (CS) in grocery retailing. Measurement of the constructs and their interrelationships were examined based on structural equation modeling. Although...

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Main Authors: Ihtiyar, Ali, Ahmad, Fauziah Sh
Format: Article
Published: Routledge 2015
Subjects:
HB615-715 Entrepreneurship. Risk and uncertainty. Property
Online Access:http://eprints.utm.my/id/eprint/58951/
http://dx.doi.org/10.1080/15332969.2015.1014238
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id my.utm.58951
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spelling my.utm.589512022-04-10T03:33:17Z http://eprints.utm.my/id/eprint/58951/ The impact of intercultural communication competence on service quality and customer satisfaction Ihtiyar, Ali Ahmad, Fauziah Sh HB615-715 Entrepreneurship. Risk and uncertainty. Property This article aims to better understand the impact of intercultural communication competence (ICC) on personal interaction (PI) and customer satisfaction (CS) in grocery retailing. Measurement of the constructs and their interrelationships were examined based on structural equation modeling. Although numerous researchers have studied the topic of service quality (SQ) and CS, none of those studies has explored the critical role of ICC and integrated the construct into their SQ and CS models. Intercultural notions are acknowledged as key determinants to improve our understanding on this phenomenon and provide an impetus for further research. Routledge 2015 Article PeerReviewed Ihtiyar, Ali and Ahmad, Fauziah Sh (2015) The impact of intercultural communication competence on service quality and customer satisfaction. Services Marketing Quarterly, 36 (2). pp. 136-152. ISSN 1533-2969 http://dx.doi.org/10.1080/15332969.2015.1014238 10.1080/15332969.2015.1014238
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
topic HB615-715 Entrepreneurship. Risk and uncertainty. Property
spellingShingle HB615-715 Entrepreneurship. Risk and uncertainty. Property
Ihtiyar, Ali
Ahmad, Fauziah Sh
The impact of intercultural communication competence on service quality and customer satisfaction
description This article aims to better understand the impact of intercultural communication competence (ICC) on personal interaction (PI) and customer satisfaction (CS) in grocery retailing. Measurement of the constructs and their interrelationships were examined based on structural equation modeling. Although numerous researchers have studied the topic of service quality (SQ) and CS, none of those studies has explored the critical role of ICC and integrated the construct into their SQ and CS models. Intercultural notions are acknowledged as key determinants to improve our understanding on this phenomenon and provide an impetus for further research.
format Article
author Ihtiyar, Ali
Ahmad, Fauziah Sh
author_facet Ihtiyar, Ali
Ahmad, Fauziah Sh
author_sort Ihtiyar, Ali
title The impact of intercultural communication competence on service quality and customer satisfaction
title_short The impact of intercultural communication competence on service quality and customer satisfaction
title_full The impact of intercultural communication competence on service quality and customer satisfaction
title_fullStr The impact of intercultural communication competence on service quality and customer satisfaction
title_full_unstemmed The impact of intercultural communication competence on service quality and customer satisfaction
title_sort impact of intercultural communication competence on service quality and customer satisfaction
publisher Routledge
publishDate 2015
url http://eprints.utm.my/id/eprint/58951/
http://dx.doi.org/10.1080/15332969.2015.1014238
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score 13.211869

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