文章基本信息

标题：An Integrated Framework: Intercultural Competence, Service Quality and Customer Satisfaction in Grocery Retailing
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作者：Ali Ihtiyar ; Ali Ihtiyar ; Fauziah Sh. Ahmad 等
期刊名称：Procedia - Social and Behavioral Sciences
印刷版ISSN：1877-0428
出版年度：2014
卷号：109
页码：492-496
DOI：10.1016/j.sbspro.2013.12.495
语种：English
出版社：Elsevier
摘要：AbstractThe article presents a comprehensive framework on three major dimensions that are namely intercultural competence, personal interaction, which is one of the important variables for service quality and customer satisfaction of major retail outlets in Malaysia. The model of constructs’ interrelationships is proposed based on a path theory model. Based on the framework and structural equation modelling approach, a number of propositions were developed to facilitate the research on intercultural competences in selected retail outlets in Malaysia. Although numerous researchers have studied the extensive topic of service quality and customer satisfaction, none of those incorporated the critical role of intercultural competence in their framework on service quality and customer satisfaction model.
关键词：Intercultural competence;service quality;customer satisfaction;retail industry