A grounded theory model of service providers' stress, emotion, and coping during intercultural service encounters

Chen ya Wang, Anna S. Mattila

Research output: Contribution to journalArticle

35 Scopus citations

Abstract

Purpose: This study seeks to shed light on service providers' experiences and challenges during intercultural service encounters. Design/methodology/approach: A grounded theory approach was used to explore a broad range of management issues regarding intercultural service encounters. A conceptual model was developed through interviews with current service providers. Findings: The findings indicate that intercultural service encounters can serve as potential stressors for service providers and consequently induce negative emotions. While some service providers employ various coping techniques to address this situation, others tend to avoid international customers. Originality/value: The intercultural service encounter has received little research attention despite its prevalence in daily life. The value of this paper contributes to the understanding of intercultural service encounters, particularly the challenges and stress employees could face.

Original languageEnglish (US)
Pages (from-to)328-342
Number of pages15
JournalManaging Service Quality
Volume20
Issue number4
DOIs
StatePublished - Jul 14 2010

All Science Journal Classification (ASJC) codes

  • Strategy and Management

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