• 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>Journal of Business Research >Shared ethnicity effects on service encounters: A study across three U.S. subcultures
【24h】

Shared ethnicity effects on service encounters: A study across three U.S. subcultures

机译：种族对服务遭遇的共同影响：一项针对美国三种亚文化的研究

获取原文
获取原文并翻译 | 示例
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

This research investigates how contact employee-customer shared ethnicity affects face-to-face service encounters. Drawing on insights from cultural orientation literature, social identity theory, and resource exchange theory, the authors propose that encounters involving employees and customers from traditionally collectivist subcultures who are minorities in their country of residence will be especially susceptible to the effects of shared ethnicity. The results from a field experiment suggest shared ethnicity affects customers' expectations of exchanging particularistic resources and receiving preferential treatment benefits. Qualitative data on customer service experiences from three different ethnic subcultures (i.e., Hispanics, Asians, and Caucasians) extend the experimental findings. Under conditions of shared ethnicity, high levels of ethnic identification appear to promote in-group favoritism. The paper develops a broad conceptual model and discusses implications of the research.
机译：这项研究调查了员工与客户之间共享的联系方式如何影响面对面的服务。作者借鉴文化取向文献，社会认同理论和资源交换理论的见解，认为在居住国中属于少数群体的，来自传统集体主义亚文化的雇员和客户的遭遇特别容易受到共享种族的影响。现场实验的结果表明，共享种族会影响客户交换特殊资源和获得优惠待遇的期望。来自三种不同种族亚文化（即西班牙裔，亚洲人和白种人）的客户服务体验的定性数据扩展了实验结果。在共有种族的条件下，高水平的种族认同似乎会促进群体内偏爱。本文开发了一个广泛的概念模型，并讨论了该研究的意义。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号