Open    Access



Review of Intercultural Service Encounters: Cross-cultural Interactions and Service Quality, Edited by Piyush Sharma, Switzerland, Springer, 2019, pp. vii+101, €54,99 (hbk), ISBN 978-3-319-91940-9; €46 (ebk), ISBN 978-3-319-91941-6



Author(s)

JIANG Jia-qi

Full-Text PDF XML     480 Views

DOI:10.17265/2159-5836/2021.07.005

School of Foreign Languages, Wuhan University of Technology, Wuhan, China

Since the 1990s, globalization has aroused people’s attention constantly. Meanwhile, with more and more immigrants, migrant workers, international students, foreign tourists, and business people, cross-cultural interaction has increased dramatically. Consequently, the communication and interaction between service employees and customers from different cultural backgrounds is getting frequent. Services have gotten great profits from the phenomenon which is known as intercultural service encounters (ICSE). For one who has contributed a lot to ICSE, Piyush Sharma in his book Intercultural Service Encounters: Cross-cultural Interactions and Service Quality attempts to concentrate on some significant factors closely related to ICSE, from the perspective of service employees. Account for Piyush Sharma’s novel view on the relationship of employees and customers in the process of ICSE, here is a review of his work. For each part of Piyush Sharma’s volume, this review gives readers a brief and concise summary, which is followed by comprehensive comments of the reviewer. This review is a good guidance and introduction for those who are interested in ICSE and those who major in foreign languages and marketing management to have a good command of Piyush Sharma’s volume.

cross-cultural interactions, intercultural service encounters, service quality

Journal of Literature and Art Studies, July 2021, Vol. 11, No. 7, 487-490