Culture and Service Behavior - Example of Airline Industry. The Impact of Culture in the Service Sector in the Context of Intercultural Service Encounters

      Аннотация: This book explores the topic of culture, services and intercultural service encounters. The primary objective is to asses the possibility of a correlation between the behavior of service employees and the cultural background of their customers during intercultural service sncounters. An example of the airline industry in the Middle East was used since the majority of the employees come from other parts of the world and have to come to terms not only with living in a culturally diffferent environment (stationed in Abu Dhabi or Dubai) but also with working with customers of various backgrounds and cultures.

Ключевые слова: Customer service in intercultural and international context, influence of culture on service behavior