Journal of Services Marketing: Volume 32 Issue 5

Challenges and opportunities for services marketers in a culturally diverse global marketplace

Piyush Sharma, Jackie Tam, Zhan Wu

The purpose of this special issue is to extend the growing research on the challenges and opportunities facing services marketers in an increasingly culturally diverse global…

Customer response to service encounter linguistics

Mohammadali Zolfagharian, Fuad Hasan, Pramod Iyer

Focused on multicultural service encounters, this paper aims to argue that the interplay between customer language preference, employee choice and use of language affects…

Perceived cultural distance in intercultural service encounters: does customer participation matter?

Tyson Ang, Ru-Shiun Liou, Shuqin Wei

This paper aims to investigate if perceived cultural distance (PCD) negatively affects service quality and customer satisfaction through customers’ social judgements of the…

Attributions of service quality: immigrant customers’ perspective

Christina Sichtmann, Milena Micevski

This study aims to investigate whether and how strongly cultural (mis)matches influence immigrant customers’ satisfaction, as well as if this relationship is mediated by cultural…

Intercultural competence and customer facial recognition

Geraldine Rosa Henderson, Tracy Rank-Christman, Tiffany Barnett White, Kimberly Dillon Grantham, Amy L. Ostrom, John G. Lynch

Intercultural competence has been found to be increasingly important. The purpose of this paper is to understand how intercultural competence impacts service providers’ ability to…

Does language homophily affect migrant consumers’ service usage intentions?

Todd Pezzuti, Meghan E. Pierce, James M. Leonhardt

This paper investigates how language homophily between service providers and migrant consumers affects migrant consumers’ intentions to engage with financial and medical service…

Technology readiness of teenagers: a consumer socialization perspective

Anubhav Mishra, Satish S. Maheswarappa, Charles L. Colby

The purpose of this study is to explore the role of culture-specific socialization factors such as antecedents to technology readiness index (TRI) scale to understand the adoption…

Australian Muslim women and fitness choices – myths debunked

Jane Summers, Rumman Hassan, Derek Ong, Munir Hossain

The purpose of this paper was to better understand the underrepresentation of Muslim women living in Australia in physical activity and in group-fitness classes in particular. The…

Service models and culture: impact on work behaviours

Christine Mathies, Jenny (Jiyeon) Lee, Anthony Wong

Service employees’ cultural values play an integral part in the service encounter. The purpose of this study is to investigate whether frontline employees’ (FLEs) individual…

Power, resource dependencies and capabilities in intercultural B2B relationships

Ashish Malik, Liem Viet Ngo, Russel P.J. Kingshott

This exploratory study aims to analyse the influence of organisational resources and capabilities on relationship quality and firm performance in the context of high-technology…