Immigrants Versus Nationals: When an Intercultural Service Encounter Failure Turns to Verbal Confrontation
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2013
- handle: 10670/1.qvovdh
- hal: hal-01655216
- doi: 10.1509/jppm.12.038
Ce document est lié à :
info:eu-repo/semantics/altIdentifier/doi/10.1509/jppm.12.038
Mots-clés
Intercultural interaction service encounter failure anger immigrants violence M - Business Administration and Business Economics • Marketing • Accounting • Personnel Economics/M.M3 - Marketing and Advertising/M.M3.M31 - MarketingSujets proches
Retail marketing Consumer goods--Marketing Retail trade--Marketing Domestic marketing Rage Indignation Madness WrathCiter ce document
Guillaume D. Johnson et al., « Immigrants Versus Nationals: When an Intercultural Service Encounter Failure Turns to Verbal Confrontation », HAL-SHS : droit et gestion, ID : 10.1509/jppm.12.038
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Résumé
As diversity in the marketplace increases through immigration, examples of intolerance, confrontation, and even violence by nationals toward immigrant small business owners have begun to appear in popular press worldwide. This study examines how a simple and potentially unintended service encounter failure can evolve into a verbal confrontation that is outside the realm of acceptable marketplace interaction, to recommend ways to protect immigrant shopkeepers and their pursuit of entrepreneurial success as business owners. The results of two experiments in South Africa and the United States highlight that intercultural service encounter failure may put the shopkeeper at risk, as consumers' reactions depend on the perceived level of similarity and anger, as well as the context. The findings suggest ways for policy makers to address the issues beyond the obvious repressive tools (i.e., training for [immigrant] shopkeepers in the management of consumers' anger and a public campaign promoting diversity in the small business community).