Purpose

A significant body of research has now been accumulated in the intercultural service encounter (ICSE) literature. However, no study to date has provided scholars and practitioners with a systematic review to map and better understand the ICSE domain.

Design/methodology/approach

To fill this gap, the authors systematically review and critically examine the state of academic research on ICSE.

Findings

Based on a systematic review of 31 journal articles published over the last two decades, the results illustrate that ICSE research is a vibrant and rapidly growing stream of the broader international business domain, and it is topically and methodologically diverse. This review also identifies significant knowledge gaps related to the adoption of different theoretical orientations by researchers examining ICSE at different levels of analysis, a lack of contextual positioning, as well as poor methodological rigor.

Originality/value

Based on the findings, the authors introduce a multilevel and multidisciplinary conceptual framework that integrates the concepts of emotional intelligence (EI) and intercultural communication competence (ICC) as the key variables that explain trust development during the interaction between two key culturally different stakeholders: service providers (employees) and service receivers (customers). Finally, the authors discuss the contributions and implications for both academics and practitioners.

中文翻译：

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跨文化服务遭遇：信任发展的系统回顾和概念框架

目的

现在已经在跨文化服务遭遇 (ICSE) 文献中积累了大量研究成果。然而，迄今为止，还没有研究为学者和从业者提供系统的回顾来绘制和更好地理解 ICSE 领域。

设计/方法/方法

为了填补这一空白，作者系统地回顾和批判性地审查了 ICSE 的学术研究状况。

调查结果

基于对过去 20 年发表的 31 篇期刊文章的系统审查，结果表明 ICSE 研究是更广泛的国际商业领域的一个充满活力和快速增长的流，它在主题和方法上是多样化的。该审查还确定了与研究人员在不同分析水平上检查 ICSE 所采用的不同理论方向、缺乏上下文定位以及方法学严谨性差有关的重大知识差距。

原创性/价值

基于研究结果，作者引入了一个多层次和多学科的概念框架，该框架将情商 (EI) 和跨文化交际能力 (ICC) 的概念作为解释两个关键文化不同利益相关者之间互动过程中信任发展的关键变量：服务提供者（员工）和服务接受者（客户）。最后，作者讨论了对学者和从业者的贡献和影响。