The study examines whether qualitative and quantitative characteristics of intercultural service encounters (ISEs) between majority customers ethnic minority providers are associated with better attitudes toward the entire group. was conducted in Israel through an online survey 402 respondents. revealed that derived pleasure from high perceived value services taking advantage a good deal. This ...

K E Y W O R D S : African-American, interethnic communication, Korean, language and identity, service encounters A RT I C L E 86

MAE WAN HO: My name is Mae Wan Ho. I obtained my Bachelor of Science degree in Biology in 1964, and my Ph. D. in Biochemistry in 1967 from Hong Kong University, and was Postdoctoral Fellow in Biochemical Genetics, in the University of California in San Diego from 1968 to 1972. During that time, I won a competitive Fellowship of the US National Genetics Foundation, which took me to London Univer...

This paper explores the nature of service recovery encounters, particularly the qualities and behaviours that male and female students expect from professors in personal service recovery encounters. For this purpose, 40 semi-standardized laddering interviews were conducted (with 20 male and 20 female respondents) in order to gain a deeper understanding of student expectations and the values tha...

OBJECTIVE To determine the cost of unreimbursable care coordination services for children with special health care needs (CSHCN) in 1 community-based, general pediatric practice. METHODS A measurement tool was developed to quantify the precise activities involved in providing comprehensive, coordinated care for CSHCN. Costs of providing this care were calculated on the basis of time spent mul...

Despite the compelling evidence linking complaint handling to subsequent purchase behaviour, relatively little progress has been made in developing a theoretical understanding of how consumers evaluate a company‘s response to their complaints. One construct that has shown promise in explaining individuals’ reactions to a variety of conflict situations is perceived justice. This theoretical pers...

Purpose – This paper integrates the knowledge management and marketing literatures to examine the relationships between knowledge management (KM) practices during a service exchange and customers’ satisfaction and behavioral intentions. Design/methodology/approach Data were collected in an experimental setting using video scenarios; hypotheses were tested using MANOVA and ANCOVA. Findings Resul...

Companies in a wide variety of industries are increasingly turning to technology-based systems to serve customers. The effectiveness of such systems depends on how comfortable users feel with the systems and the quality of technology-based encounters with consumers (Parasuraman and Colby, 2001). Health care is leading the way via using telemedicine for direct patient care. However, holistic (so...