Intercultural differences of customer emotions in service encounters

Investigation and managerial implications

Business & Finance
Cover of the book Intercultural differences of customer emotions in service encounters by Pirmin Seßler, GRIN Publishing
View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart
Author: Pirmin Seßler ISBN: 9783640428588
Publisher: GRIN Publishing Publication: September 15, 2009
Imprint: GRIN Publishing Language: English
Author: Pirmin Seßler
ISBN: 9783640428588
Publisher: GRIN Publishing
Publication: September 15, 2009
Imprint: GRIN Publishing
Language: English

Bachelor Thesis from the year 2009 in the subject Business economics - Miscellaneous, grade: 1,3, Catholic University Eichstätt-Ingolstadt, language: English, abstract: The thesis is structured as follows: In a first step, the basics of services marketing are presented and the distinguished characteristics of services are addressed. Consequently, service encounters are introduced as the first building block of this thesis. In addition, the fundamentals of emotions and culture are outlined. Subsequently, chapter 3 deals with the relevance of emotions and culture in service encounters. In the following, the interplay between culture and emotion is brought to the fore by presenting the three main approaches concerning this matter. Subsequently, the perspective is narrowed down on the cultural dimension of Individualism/Collectivism and its influence on emotions (chapter 4). The compiled results from this approach are then employed to deduce implications for the management of services in general and concrete consequences for service staff in particular (chapter 5). Ultimately, main findings are summarized, an outlook is given and suggestions for further research opportunities into this domain are suggested.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

Bachelor Thesis from the year 2009 in the subject Business economics - Miscellaneous, grade: 1,3, Catholic University Eichstätt-Ingolstadt, language: English, abstract: The thesis is structured as follows: In a first step, the basics of services marketing are presented and the distinguished characteristics of services are addressed. Consequently, service encounters are introduced as the first building block of this thesis. In addition, the fundamentals of emotions and culture are outlined. Subsequently, chapter 3 deals with the relevance of emotions and culture in service encounters. In the following, the interplay between culture and emotion is brought to the fore by presenting the three main approaches concerning this matter. Subsequently, the perspective is narrowed down on the cultural dimension of Individualism/Collectivism and its influence on emotions (chapter 4). The compiled results from this approach are then employed to deduce implications for the management of services in general and concrete consequences for service staff in particular (chapter 5). Ultimately, main findings are summarized, an outlook is given and suggestions for further research opportunities into this domain are suggested.

More books from GRIN Publishing

Cover of the book The immigration of German Jews in America in the first half of the 19th century by Pirmin Seßler
Cover of the book China: An Emerging Technological Superpower? by Pirmin Seßler
Cover of the book Die Finanzverfassung der Bundesrepublik Deutschland by Pirmin Seßler
Cover of the book Turkey's trade liberalization and it's accession to the European Union Customs Union by Pirmin Seßler
Cover of the book Two Levels: Lewis Carroll's Alice Books as Children's Literature and Adult Fiction by Pirmin Seßler
Cover of the book The presentation of love in Shakespeare's 'A Midsummer Night's Dream' by Pirmin Seßler
Cover of the book Hamlet´s Soliloquies by Pirmin Seßler
Cover of the book Energy Bar Industry by Pirmin Seßler
Cover of the book Make Millions From Your Business by Pirmin Seßler
Cover of the book Myths in 'Harry Potter'. How Joanne K. Rowling uses real Mythology in her Novels by Pirmin Seßler
Cover of the book Is Marxism the Base for Spreading a Dominant Ideology in the Media? by Pirmin Seßler
Cover of the book Determinants of Growth (General) and Regional Growth, Theory and Evidence by Pirmin Seßler
Cover of the book An analysis of syntactic regularities in children's acquisition of language by Pirmin Seßler
Cover of the book Male Rape in South African Prisons by Pirmin Seßler
Cover of the book Gravierende soziale Unterschiede in der Prävalenz degenerativer Gelenkerkrankungen by Pirmin Seßler
We use our own "cookies" and third party cookies to improve services and to see statistical information. By using this website, you agree to our Privacy Policy