{"id":"https://openalex.org/W2884558267","doi":"https://doi.org/10.1108/jsm-05-2018-0150","title":"Challenges and opportunities for services marketers in a culturally diverse global marketplace","display_name":"Challenges and opportunities for services marketers in a culturally diverse global marketplace","publication_year":2018,"publication_date":"2018-07-13","ids":{"openalex":"https://openalex.org/W2884558267","doi":"https://doi.org/10.1108/jsm-05-2018-0150","mag":"2884558267"},"language":"en","primary_location":{"id":"doi:10.1108/jsm-05-2018-0150","doi":"https://doi.org/10.1108/jsm-05-2018-0150","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jsm-05-2018-0150","pdf_url":null,"source":{"id":"https://openalex.org/S180851279","display_name":"Journal of Services Marketing","issn_l":"0887-6045","issn":["0887-6045","2054-1651"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Services Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://espace.curtin.edu.au/bitstream/20.500.11937/70138/2/70350.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5100679053","display_name":"Piyush Sharma","orcid":"https://orcid.org/0000-0002-6953-3652","observed_orcids":["https://orcid.org/0000-0002-6953-3652","https://orcid.org/0000-0002-8705-8699","https://orcid.org/0000-0001-7814-2138","https://orcid.org/0000-0003-2038-6783"]},"institutions":[{"id":"https://openalex.org/I205640436","display_name":"Curtin University","ror":"https://ror.org/02n415q13","country_code":"AU","type":"education","lineage":["https://openalex.org/I205640436"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Piyush Sharma","raw_affiliation_strings":["Department of Marketing, Curtin University, Perth, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, Curtin University, Perth, Australia","institution_ids":["https://openalex.org/I205640436"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5045095251","display_name":"Jackie L.M. Tam","orcid":"https://orcid.org/0000-0003-1863-2295","observed_orcids":["https://orcid.org/0000-0003-1863-2295"]},"institutions":[{"id":"https://openalex.org/I14243506","display_name":"Hong Kong Polytechnic University","ror":"https://ror.org/0030zas98","country_code":"HK","type":"education","lineage":["https://openalex.org/I14243506"]}],"countries":["HK"],"is_corresponding":false,"raw_author_name":"Jackie Tam","raw_affiliation_strings":["Department of Management and Marketing, The Hong Kong Polytechnic University, Kowloon, Hong Kong"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management and Marketing, The Hong Kong Polytechnic University, Kowloon, Hong Kong","institution_ids":["https://openalex.org/I14243506"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5101410333","display_name":"Zhan Wu","orcid":"https://orcid.org/0000-0001-9406-7254","observed_orcids":["https://orcid.org/0000-0001-9406-7254"]},"institutions":[{"id":"https://openalex.org/I129604602","display_name":"The University of Sydney","ror":"https://ror.org/0384j8v12","country_code":"AU","type":"education","lineage":["https://openalex.org/I129604602"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Zhan Wu","raw_affiliation_strings":["Department of International Business, University of Sydney Business School, Sydney, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of International Business, University of Sydney Business School, Sydney, Australia","institution_ids":["https://openalex.org/I129604602"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.8955,"has_fulltext":true,"cited_by_count":17,"citation_normalized_percentile":{"value":0.91053191,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"32","issue":"5","first_page":"521","last_page":"529"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.5648999810218811,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.5648999810218811,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11454","display_name":"Cultural Differences and Values","score":0.08810000121593475,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10145","display_name":"Consumer Behavior in Brand Consumption and Identification","score":0.07249999791383743,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/services-marketing","display_name":"service marketing","score":0.9769999980926514},{"id":"https://openalex.org/keywords/multicultural-markets","display_name":"multicultural markets","score":0.9020000100135803},{"id":"https://openalex.org/keywords/cultural-diversity","display_name":"cultural diversity","score":0.9190000295639038},{"id":"https://openalex.org/keywords/intercultural-interaction","display_name":"intercultural interaction","score":0.8920000195503235},{"id":"https://openalex.org/keywords/customer-expectations","display_name":"customer expectations","score":0.8220000267028809},{"id":"https://openalex.org/keywords/employee-expectations","display_name":"employee expectations","score":0.847000002861023},{"id":"https://openalex.org/keywords/global-marketplace","display_name":"global marketplace","score":0.6790000200271606},{"id":"https://openalex.org/keywords/multiculturalism","display_name":"multiculturalism","score":0.34700000286102295},{"id":"https://openalex.org/keywords/service-settings","display_name":"service settings","score":0.4970000088214874}],"concepts":[{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.688178539276123},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.6240158677101135},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5822769403457642},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5664823055267334},{"id":"https://openalex.org/C136197465","wikidata":"https://www.wikidata.org/wiki/Q1729295","display_name":"Variety (cybernetics)","level":2,"score":0.5495801568031311},{"id":"https://openalex.org/C542530943","wikidata":"https://www.wikidata.org/wiki/Q190656","display_name":"Multiculturalism","level":2,"score":0.5100370049476624},{"id":"https://openalex.org/C2780795282","wikidata":"https://www.wikidata.org/wiki/Q1221094","display_name":"Services marketing","level":3,"score":0.49829745292663574},{"id":"https://openalex.org/C46934059","wikidata":"https://www.wikidata.org/wiki/Q61515","display_name":"Outsourcing","level":2,"score":0.4635763466358185},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.453311949968338},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.4337109327316284},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.2462185025215149},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.14108851552009583},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.12414011359214783},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0},{"id":"https://openalex.org/C19417346","wikidata":"https://www.wikidata.org/wiki/Q7922","display_name":"Pedagogy","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1108/jsm-05-2018-0150","doi":"https://doi.org/10.1108/jsm-05-2018-0150","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jsm-05-2018-0150","pdf_url":null,"source":{"id":"https://openalex.org/S180851279","display_name":"Journal of Services Marketing","issn_l":"0887-6045","issn":["0887-6045","2054-1651"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Services Marketing","raw_type":"journal-article"},{"id":"pmh:oai:espace.curtin.edu.au:20.500.11937/70138","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/20.500.11937/70138","pdf_url":"https://espace.curtin.edu.au/bitstream/20.500.11937/70138/2/70350.pdf","source":{"id":"https://openalex.org/S4306401790","display_name":"eSpace (Curtin University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I205640436","host_organization_name":"Curtin University","host_organization_lineage":["https://openalex.org/I205640436"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Journal Article"},{"id":"pmh:oai:ira.lib.polyu.edu.hk:10397/79695","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10397/79695","pdf_url":null,"source":{"id":"https://openalex.org/S4306400205","display_name":"PolyU Institutional Research Archive (Hong Kong Polytechnic University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I14243506","host_organization_name":"Hong Kong Polytechnic University","host_organization_lineage":["https://openalex.org/I14243506"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Journal/Magazine Article"}],"best_oa_location":{"id":"pmh:oai:espace.curtin.edu.au:20.500.11937/70138","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/20.500.11937/70138","pdf_url":"https://espace.curtin.edu.au/bitstream/20.500.11937/70138/2/70350.pdf","source":{"id":"https://openalex.org/S4306401790","display_name":"eSpace (Curtin University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I205640436","host_organization_name":"Curtin University","host_organization_lineage":["https://openalex.org/I205640436"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Journal Article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/10","display_name":"Reduced inequalities","score":0.5676000118255615}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2884558267.pdf","grobid_xml":"https://content.openalex.org/works/W2884558267.grobid-xml"},"referenced_works_count":60,"referenced_works":["https://openalex.org/W1483628798","https://openalex.org/W1578271968","https://openalex.org/W1713150131","https://openalex.org/W1828606911","https://openalex.org/W1874563062","https://openalex.org/W1964407303","https://openalex.org/W1969103448","https://openalex.org/W1973780673","https://openalex.org/W1976677751","https://openalex.org/W1977812699","https://openalex.org/W1986519322","https://openalex.org/W1989148520","https://openalex.org/W1991432298","https://openalex.org/W1993777186","https://openalex.org/W1997621918","https://openalex.org/W1998468956","https://openalex.org/W2002157254","https://openalex.org/W2006898280","https://openalex.org/W2012131970","https://openalex.org/W2014128031","https://openalex.org/W2023088047","https://openalex.org/W2035530919","https://openalex.org/W2045825116","https://openalex.org/W2050624729","https://openalex.org/W2069293239","https://openalex.org/W2069393784","https://openalex.org/W2069772566","https://openalex.org/W2070445069","https://openalex.org/W2076360806","https://openalex.org/W2085580018","https://openalex.org/W2086158197","https://openalex.org/W2086218163","https://openalex.org/W2088728174","https://openalex.org/W2091066325","https://openalex.org/W2101516123","https://openalex.org/W2112956809","https://openalex.org/W2125616054","https://openalex.org/W2142973695","https://openalex.org/W2143440504","https://openalex.org/W2162258503","https://openalex.org/W2163215921","https://openalex.org/W2185252101","https://openalex.org/W2260223948","https://openalex.org/W2264052952","https://openalex.org/W2334280375","https://openalex.org/W2476624813","https://openalex.org/W2531760437","https://openalex.org/W2735218708","https://openalex.org/W2761604616","https://openalex.org/W2767084711","https://openalex.org/W2782666933","https://openalex.org/W2791708305","https://openalex.org/W2808173743","https://openalex.org/W2809756048","https://openalex.org/W2810032204","https://openalex.org/W2810189581","https://openalex.org/W2810608275","https://openalex.org/W2811372867","https://openalex.org/W2886712620","https://openalex.org/W4234581966"],"related_works":["https://openalex.org/W2070445069","https://openalex.org/W119701567","https://openalex.org/W2527636996","https://openalex.org/W3015054379","https://openalex.org/W2946164162","https://openalex.org/W2466144454","https://openalex.org/W2140273833","https://openalex.org/W2078646088","https://openalex.org/W2072126723","https://openalex.org/W2609003028"],"abstract_inverted_index":{"Purpose":[0],"The":[1,29,116],"purpose":[2],"of":[3,40,83,88,145,151,181,200,228],"this":[4,34],"special":[5,35,192],"issue":[6,36,193],"is":[7,194,198],"to":[8,173,204],"extend":[9],"the":[10,14,77,81,85,89,119,142,146,157,170,179,201,206,215],"growing":[11,216],"research":[12,41,127],"on":[13,128],"challenges":[15,208],"and":[16,47,53,57,72,91,103,177,209],"opportunities":[17,210],"facing":[18],"services":[19,129,166,212],"marketers":[20,213],"in":[21,33,94,97,101,131,149,169,214],"an":[22],"increasingly":[23],"culturally":[24,183],"diverse":[25,98,184],"global":[26,218],"marketplace.":[27],"Design/methodology/approach":[28],"nine":[30,78,120,158],"papers":[31,79,121,159],"included":[32],"use":[37],"a":[38,221],"variety":[39],"methods":[42],"(e.g.":[43,50,60],"case":[44],"study,":[45],"experiments":[46],"surveys),":[48],"participants":[49],"customers,":[51,185],"employees":[52,92],"online":[54],"panel":[55],"members)":[56],"service":[58,99],"settings":[59,100],"fast":[61],"food,":[62],"post":[63],"office,":[64],"weight":[65],"loss,":[66],"bank,":[67],"home":[68],"loan,":[69],"personal":[70],"fitness":[71],"offshore":[73],"outsourcing).":[74],"Findings":[75],"All":[76,156],"highlight":[80],"importance":[82],"studying":[84],"unique":[86,143,195,207],"perspectives":[87],"customers":[90],"involved":[93],"intercultural":[95],"interactions":[96],"marketplaces":[102],"societies":[104],"that":[105],"are":[106],"either":[107],"already":[108],"or":[109],"have":[110,122],"recently":[111],"become":[112],"multicultural.":[113],"Research":[114],"limitations/implications":[115],"findings":[117],"from":[118,220],"useful":[123,163],"implications":[124,155],"for":[125,165,211],"future":[126],"marketing":[130,167],"multicultural":[132,171,217],"markets,":[133,172],"although":[134],"these":[135,152],"may":[136],"not":[137],"always":[138],"be":[139],"generalisable":[140],"beyond":[141],"context":[144],"studies":[147],"reported":[148],"each":[150],"papers.":[153],"Practical":[154],"also":[160],"present":[161],"some":[162],"directions":[164],"managers":[168],"help":[174],"them":[175],"understand":[176,205],"manage":[178],"expectations":[180],"their":[182],"as":[186,188,223,225],"well":[187,224],"employees.":[189],"Originality/value":[190],"This":[191],"because":[196],"it":[197],"one":[199],"first":[202],"attempts":[203],"marketplace,":[219],"theoretical,":[222],"empirical,":[226],"point":[227],"view.":[229]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":6},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":2}],"updated_date":"2026-10-17T09:40:24.721904","created_date":"2018-08-03T00:00:00"}