کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
1116767 | 1488450 | 2014 | 5 صفحه PDF | دانلود رایگان |
The 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.
Journal: Procedia - Social and Behavioral Sciences - Volume 109, 8 January 2014, Pages 492-496