A social exchange perspective on boosting customer loyalty through culturally competent servers

References

• Ajzen, I., & Fishbein, M. (1975). A Bayesian analysis of attribution processes. Psychological Bulletin, 82(2), 261–277. https://doi.org/10.1037/h0076477
   Web of Science ®Google Scholar
• Ali, F., Amin, M., & Cobanoglu, C. (2016). An integrated model of service experience, emotions, satisfaction, and price acceptance: An empirical analysis in the Chinese hospitality industry. Journal of Hospitality Marketing & Management, 25(4), 449–475. https://doi.org/10.1080/19368623.2015.1019172
   Web of Science ®Google Scholar
• Alizadeh, S., & Chavan, M. (2016). Cultural competence dimensions and outcomes: A systematic review of the literature. Health & Social Care in the Community, 24(6), e117–130. https://doi.org/10.1111/hsc.12293
   PubMed Web of Science ®Google Scholar
• Alnawas, I., & Hemsley-Brown, J. (2019). Examining the key dimensions of customer experience quality in the hotel industry in the hotel industry. Journal of Hospitality Marketing & Management, 28(7), 1–29. https://doi.org/10.1080/19368623.2019.1568339
   Web of Science ®Google Scholar
• Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423. https://doi.org/10.1037/0033-2909.103.3.411
   Web of Science ®Google Scholar
• Andersson, L. M., & Bateman, T. S. (1997). Cynicism in the workplace: Some causes and effects. Journal of Organizational Behavior, 18(5), 449–469. https://doi.org/10.1002/SICI1099-137919970918:5<449:AID-JOB808>3.0.CO;2-O
   Web of Science ®Google Scholar
• Ariffin, A. A. M., & Maghzi, A. (2012). A preliminary study on customer expectations of hotel hospitality: Influences of personal and hotel factors. International Journal of Hospitality Management, 31(1), 191–198. https://doi.org/10.1016/j.ijhm.2011.04.012
   Web of Science ®Google Scholar
• Assaker, G., O’connor, P., & El-Haddad, R. (2020). Examining an integrated model of green image, perceived quality, satisfaction, trust, and loyalty in upscale hotels. Journal of Hospitality Marketing & Management, 29(8), 934–955. https://doi.org/10.1080/19368623.2020.1751371
   Web of Science ®Google Scholar
• Audrain-Pontevia, A. F., & Garnier, I. (2021). Are your customers grateful? how customer gratitude impacts loyalty programme effectiveness. International Journal of Retail & Distribution Management, 49(12), 1660–1679. https://doi.org/10.1108/IJRDM-10-2020-0426
   Web of Science ®Google Scholar
• Australian Bureau of Statistics. (2022). Population: Census. https://www.abs.gov.au/statistics/people/population/population-census/latest-release#:~:text=The2021Censuscounted25%2C422%2C788,ageof39yearsold
   Google Scholar
• Ball, J., & Barnes, D. C. (2017). Delight and the grateful customer: Beyond joy and surprise. Journal of Service Theory and Practice, 27(1), 250–269. https://doi.org/10.1108/JSTP-01-2016-0013
   Web of Science ®Google Scholar
• Bartlett, M. Y., & DeSteno, D. (2006). Gratitude and prosocial behavior. Psychological Science, 17(4), 319–325. https://doi.org/10.1111/j.1467-9280.2006.01705.x
   PubMed Web of Science ®Google Scholar
• Bharwani, S., & Jauhari, V. (2013). An exploratory study of competencies required to co-create memorable customer experiences in the hospitality industry. International Journal of Contemporary Hospitality Management, 25(6), 823–843. https://doi.org/10.1108/IJCHM-05-2012-0065
   Web of Science ®Google Scholar
• Bi, Q. (2019). Cultivating loyal customers through online customer communities: A psychological contract perspective. Journal of Business Research, 103, 34–44. https://doi.org/10.1016/j.jbusres.2019.06.005
   Web of Science ®Google Scholar
• Blau, P. M. (1964). Exchange and power in social life. Wiley.
   Google Scholar
• Bock, D. E., Folse, J. A. G., & Black, W. C. (2016a). Gratitude in service encounters: Implications for building loyalty. The Journal of Services Marketing, 30(3), 341–358. https://doi.org/10.1108/JSM-06-2015-0223
   Web of Science ®Google Scholar
• Bock, D. E., Folse, J. A. G., & Black, W. C. (2016b). When frontline employee behavior backfires. Journal of Service Research, 19(3), 322–336. https://doi.org/10.1177/1094670516633754
   Web of Science ®Google Scholar
• Bock, D., Thomas, V., Wolter, J., Saenger, C., & Xu, P. (2021). An extended reciprocity cycle of gratitude: How gratitude strengthens existing and initiates new customer relationships. Psychology & Marketing, 38(3), 564–576. https://doi.org/10.1002/mar.21456
   Web of Science ®Google Scholar
• Bowen, J. T., & Chen, S. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, 13(5), 213–217. https://doi.org/10.1108/09596110110395893
   Google Scholar
• Byrne, B. M. (2013). Structural equation modeling with LISREL, PRELIS, and SIMPLIS: Basic concepts, applications, and programming. Psychology Press.
   Google Scholar
• Cetin, G., & Bilgihan, A. (2016). Components of cultural tourists’ experiences in destinations. Current Issues in Tourism, 19(2), 137–154. https://doi.org/10.1080/13683500.2014.994595
   Web of Science ®Google Scholar
• Cetin, G., & Walls, A. (2016). Understanding the customer experiences from the perspective of guests and hotel managers: Empirical findings from luxury hotels in Istanbul, Turkey. Journal of Hospitality Marketing & Management, 25(4), 395–424. https://doi.org/10.1080/19368623.2015.1034395
   Web of Science ®Google Scholar
• Chappel, S., D’annunzio-Green, N., Maxwell, G., & Watson, S. (2002). Hospitality and emotional labour in an international context. Continuum. https://www.cabdirect.org/cabdirect/abstract/20023127547
   Google Scholar
• Chen, S., Han, X., Bilgihan, A., & Okumus, F. (2021). Customer engagement research in hospitality and tourism: A systematic review. Journal of Hospitality Marketing & Management, 30(7), 871–904. https://doi.org/10.1080/19368623.2021.1903644
   Web of Science ®Google Scholar
• Chou, S., & Chen, C. -W. (2018). The influences of relational benefits on repurchase intention in service contexts: The roles of gratitude, trust and commitment. Journal of Business & Industrial Marketing, 33(5), 680–692. https://doi.org/10.1108/JBIM-08-2017-0187
   Web of Science ®Google Scholar
• Cialdini, R. B. (2009). Influence: Science and practice (5th ed.). Pearson.
   Google Scholar
• Constantin, E. C., Cohen-Vida, M. -I., & Popescu, A. V. (2015). Developing cultural awareness. Procedia - Social and Behavioral Sciences, 191, 696–699. https://doi.org/10.1016/j.sbspro.2015.04.228
   Google Scholar
• de Guzman, M. R. T., Durden, T. R., Taylor, S. A., Guzman, J. M., & Potthoff, K. L. (2016). Cultural competence: An important skill set for the 21st century. Nebraska Extension Guide. http://extensionpublications.unl.edu/assets/html/g1375/build/g1375.htm
   Google Scholar
• Dewani, P. P., Sinha, P. K., & Mathur, S. (2016). Role of gratitude and obligation in long term customer relationships. Journal of Retailing and Consumer Services, 31, 143–156. https://doi.org/10.1016/j.jretconser.2016.01.005
   Web of Science ®Google Scholar
• Dewnarain, S., Ramkissoon, H., & Mavondo, F. (2019). Social customer relationship management: An integrated conceptual framework. Journal of Hospitality Marketing & Management, 28(2), 172–188. https://doi.org/10.1080/19368623.2018.1516588
   Web of Science ®Google Scholar
• E Hasan, S. F., Lings, I., Neale, L., & Mortimer, G. (2014). The role of customer gratitude in making relationship marketing investments successful. Journal of Retailing and Consumer Services, 21(5), 788–796. https://doi.org/10.1016/j.jretconser.2014.06.007
   Google Scholar
• Emmons, R. A., & McCullough, M. E. (2003). Counting blessings versus burdens: An experimental investigation of gratitude and subjective well-being in daily life. Journal of Personality and Social Psychology, 84(2), 377–389. https://doi.org/10.1037/0022-3514.84.2.377
   PubMed Web of Science ®Google Scholar
• Fazal, E. H., Mortimer, S., Lings, G., N, I., & Neale, L. (2017). Examining the antecedents and consequences of gratitude. The Journal of Services Marketing, 31(1), 34–47. https://doi.org/10.1108/JSM-01-2016-0048
   Web of Science ®Google Scholar
• FECCA. (2019). Cultural competence in Australia: A guide. http://fecca.org.au/wp-content/uploads/2019/05/Cultural-Competence-in-Australia-A-Guide.pdf
   Google Scholar
• Filep, S., Macnaughton, J., & Glover, T. (2017). Tourism and gratitude: Valuing acts of kindness. Annals of Tourism Research, 66, 26–36. https://doi.org/10.1016/j.annals.2017.05.015
   Web of Science ®Google Scholar
• Fiske, S. T., Cuddy, A. J. C., & Glick, P. (2007). Universal dimensions of social cognition: Warmth and competence. Trends in Cognitive Sciences, 11(2), 77–83. https://doi.org/10.1016/j.tics.2006.11.005
   PubMed Web of Science ®Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. SAGE Publications.
   Google Scholar
• Fredrickson, B. (2004). Gratitude, like other positive emotions, broadens and builds. In R. Emmons & M. McCullough (Eds.), The psychology of gratitude (pp. 145–166). Oxford University Press.
   Google Scholar
• Frese, M., & Fay, D. (2001) 4. Personal initiative: An active performance concept for work in the 21st century. Research in Organizational Behavior, 23 133–187. https://doi.org/10.1016/S0191-3085(01)23005-6
   Web of Science ®Google Scholar
• Ghani, I. M. M., & Ahmad, S. (2010). Stepwise multiple regression method to forecast fish landing. Procedia - Social and Behavioral Sciences, 8, 549–554. https://doi.org/10.1016/j.sbspro.2010.12.076
   Google Scholar
• Gong, T., Wang, C. Y., & Lee, K. (2020). The consequences of customer-oriented constructive deviance in luxury-hotel restaurants. Journal of Retailing and Consumer Services, 57(July), 102254. https://doi.org/10.1016/j.jretconser.2020.102254
   Google Scholar
• Gouldner, A. W. (1960). The norm of reciprocity: A preliminary statement. American Sociological Review, 25(2), 161. https://doi.org/10.2307/2092623
   Web of Science ®Google Scholar
• Grobelna, A. (2015). Intercultural challenges facing the hospitality industry. implications for education and hospitality management. Journal of Intercultural Management, 7(3), 101–117. https://doi.org/10.1515/joim-2015-0023
   Google Scholar
• Hair, J. F., Anderson, R. E., Babin, B. J., & Black, W. C. (2010). Multivariate data analysis: A global perspective (Vol. 7). Pearson.
   Google Scholar
• Heskett, J. L. (2002). Beyond customer loyalty. Managing Service Quality: An International Journal, 12(6), 355–357. https://doi.org/10.1108/09604520210451830
   Google Scholar
• Hislop, D., Bosua, R., & Helms, R. (2018). Knowledge management in organizations: A critical introduction. Oxford University Press.
   Google Scholar
• Hosany, S., Sthapit, E., & Björk, P. (2022). Memorable tourism experience: A review and research agenda. Psychology & Marketing, 39(8), 1467–1486. https://doi.org/10.1002/mar.21665
   Web of Science ®Google Scholar
• Hsiao, A., Wang, Y., Ma, E. (., & Jin, X. (2021). Do culturally competent employees make for happy visitors? the case of a sports event in Australia. Journal of Hospitality and Tourism Management, 49, 624–634. https://doi.org/10.1016/j.jhtm.2021.11.016
   Web of Science ®Google Scholar
• Huang, C. H., & Lin, Y. C. (2021). Relationships among employee acting, customer-perceived service quality, emotional well-being and value co-creation: An investigation of the financial services industry. Asia Pacific Journal of Marketing and Logistics, 33(1), 29–52. https://doi.org/10.1108/APJML-04-2019-0245
   Web of Science ®Google Scholar
• Huang, Y., Zhang, M., Gursoy, D., & Shi, S. (2020). An examination of interactive effects of employees’ warmth and competence and service failure types on customer’s service recovery cooperation intention. International Journal of Contemporary Hospitality Management, 32(7), 2429–2451. https://doi.org/10.1108/IJCHM-01-2020-0028
   Web of Science ®Google Scholar
• Hu, J., Ma, X., Xu, X., & Liu, Y. (2022). Treat for affection? customers’ differentiated responses to pro-customer deviance. Tourism Management, 93, 104619. https://doi.org/10.1016/j.tourman.2022.104619
   Web of Science ®Google Scholar
• Hussein, A. S., Hapsari, R. D. V., & Yulianti, I. (2018). Experience quality and hotel boutique customer loyalty: Mediating role of hotel image and perceived value. Journal of Quality Assurance in Hospitality and Tourism, 19(4), 442–459. https://doi.org/10.1080/1528008X.2018.1429981
   Web of Science ®Google Scholar
• Inkaew, M. (2016). An analysis of intercultural communicative competence: Hotel front office personnel in Bangkok. Pasaa, 51(June), 185–214. https://files.eric.ed.gov/fulltext/EJ1112276.pdf
   Google Scholar
• Jin, N. (., Line, N. D., & Yoon, D. (2018). Understanding the role of gratitude in building quality relationships. Journal of Hospitality Marketing & Management, 27(4), 465–485. https://doi.org/10.1080/19368623.2018.1390719
   Web of Science ®Google Scholar
• Kang, J., Manthiou, A., Sumarjan, N., & Tang, L. (. (2017). An investigation of brand experience on brand attachment, knowledge, and trust in the lodging industry. Journal of Hospitality Marketing & Management, 26(1), 1–22. https://doi.org/10.1080/19368623.2016.1172534
   Web of Science ®Google Scholar
• Kim, Y. S., & Baker, M. A. (2019). Observer reactions to other customer incivility: Emotional labor, gratitude, loyalty to employee and tipping intention. International Journal of Contemporary Hospitality Management, 31(3), 1292–1308. https://doi.org/10.1108/IJCHM-03-2018-0262
   Web of Science ®Google Scholar
• Kim, W. G., & Cha, Y. (2002). Antecedents and consequences of relationship quality in hotel industry. International Journal of Hospitality Management, 21(4), 321–338. https://doi.org/10.1016/S0278-4319(02)00011-7
   Google Scholar
• Kim, S., & Lee, J. -S. (2013). Is satisfaction enough to ensure reciprocity with upscale restaurants? The role of gratitude relative to satisfaction. International Journal of Hospitality Management, 33, 118–128. https://doi.org/10.1016/j.ijhm.2012.06.009
   Web of Science ®Google Scholar
• Kim, H., & Qu, H. (2020). The mediating roles of gratitude and obligation to link employees’ social exchange relationships and prosocial behavior. International Journal of Contemporary Hospitality Management, 32(2), 644–664. https://doi.org/10.1108/IJCHM-04-2019-0373
   Web of Science ®Google Scholar
• Koc, E. (2019). Service failures and recovery in hospitality and tourism: A review of literature and recommendations for future research. Journal of Hospitality Marketing & Management, 28(5), 513–537. https://doi.org/10.1080/19368623.2019.1537139
   Web of Science ®Google Scholar
• Kolyesnikova, N., & Dodd, T. H. (2008). Effects of winery visitor group size on gratitude and obligation. Journal of Travel Research, 47(1), 104–112. https://doi.org/10.1177/0047287507312411
   Web of Science ®Google Scholar
• Kolyesnikova, N., Dodd, T. H., & Wilcox, J. B. (2009). Gender as a moderator of reciprocal consumer behavior. Journal of Consumer Marketing, 26(3), 200–213. https://doi.org/10.1108/07363760910954136
   Google Scholar
• Kumar, V., & Shah, D. (2004). Building and sustaining profitable customer loyalty for the 21st century. Journal of Retailing, 80(4), 317–329. https://doi.org/10.1016/j.jretai.2004.10.007
   Web of Science ®Google Scholar
• Lashley, C. (2000). In search of hospitality: Towards a theoretical framework. International Journal of Hospitality Management, 19(1), 3–15. https://doi.org/10.1016/S0278-4319(99)00035-3
   Google Scholar
• Lawler, E. J. (2001). An affect theory of social exchange. The American Journal of Sociology, 10(2), 321–352. https://doi.org/10.1086/324071
   Google Scholar
• Lawler, E. J., & Thye, S. R. (1999). Bringing emotions into social exchange theory. Annual Review of Sociology, 25(1), 217–244. https://doi.org/10.1146/annurev.soc.25.1.217
   Web of Science ®Google Scholar
• Lee, J. (., & Ok, C. (2016). Michael. Journal of Hospitality Marketing & Management, 25(2), 133–166. https://doi.org/10.1080/19368623.2014.994154
   Web of Science ®Google Scholar
• Liu, C. -R., Wang, Y. -C., Chiu, T. -H., & Chen, S. -P. (2018). Antecedents and outcomes of lifestyle hotel brand attachment and love: The case of gen Y. Journal of Hospitality Marketing & Management, 27(3), 281–298. https://doi.org/10.1080/19368623.2017.1364197
   Web of Science ®Google Scholar
• Long-Tolbert, S. J., & Gammoh, B. S. (2012). In good and bad times: The interpersonal nature of brand love in service relationships. The Journal of Services Marketing, 26(6), 391–402. https://doi.org/10.1108/08876041211257882
   Web of Science ®Google Scholar
• Manfreda, A., Presbury, R., Richardson, S., & Melissen, F. (2022). The building blocks of luxury accommodation experiences: A meta-ethnographic synthesis. Tourism Management Perspectives, 41, 100926. January 2022. https://doi.org/10.1016/j.tmp.2021.100926.
   Web of Science ®Google Scholar
• Ma, E., & Qu, H. (2011). Social exchanges as motivators of hotel employees’ organizational citizenship behavior: The proposition and application of a new three-dimensional framework. International Journal of Hospitality Management, 30(3), 680–688. https://doi.org/10.1016/j.ijhm.2010.12.003
   Web of Science ®Google Scholar
• Ma, L. K., Tunney, R. J., & Ferguson, E. (2017). Does gratitude enhance prosociality?: A meta-analytic review. Psychological Bulletin, 143(6), 601–635. https://doi.org/10.1037/bul0000103
   PubMed Web of Science ®Google Scholar
• Ma, E., Wang, Y., & Qu, H. (2022). Reenergizing through angel customers: Cross-cultural validation of customer-driven employee citizenship behavior. Cornell Hospitality Quarterly, 63(3), 334–349. https://doi.org/10.1177/1938965520981936
   Web of Science ®Google Scholar
• McCullough, M. E., Kimeldorf, M. B., & Cohen, A. D. (2008). An adaptation for altruism. Current Directions in Psychological Science, 17(4), 281–285. https://doi.org/10.1111/j.1467-8721.2008.00590.x
   Web of Science ®Google Scholar
• Meira, J. V. D. S., & Hancer, M. (2021). Using the social exchange theory to explore the employee-organization relationship in the hospitality industry. International Journal of Contemporary Hospitality Management, 33(2), 670–692. https://doi.org/10.1108/IJCHM-06-2020-0538
   Web of Science ®Google Scholar
• Michalopoulou, G., Falzarano, P., Arfken, C., & Rosenberg, D. (2009). Physicians’ cultural competency as perceived by African American patients. Journal of the National Medical Association, 101(9), 893–899. https://doi.org/10.1016/S0027-9684(15)31036-1
   PubMed Web of Science ®Google Scholar
• Mkono, M. (2010). Zimbabwean hospitality students’ experiences of sexual harassment in the hotel industry. International Journal of Hospitality Management, 29(4), 729–735. https://doi.org/10.1016/j.ijhm.2010.03.002
   Web of Science ®Google Scholar
• Mody, M., Hanks, L., & Dogru, T. (2019). Parallel pathways to brand loyalty: Mapping the consequences of authentic consumption experiences for hotels and Airbnb. Tourism Management, 74, 65–80. https://doi.org/10.1016/j.tourman.2019.02.013
   Web of Science ®Google Scholar
• Morales, A. C. (2005). Giving firms an “e” for effort: consumer responses to high‐effort firms. The Journal of Consumer Research, 31(4), 806–812. https://doi.org/10.1086/426615
   Web of Science ®Google Scholar
• Morris, M. A., & Robie, C. (2001). A meta-analysis of the effects of cross-cultural training on expatriate performance and adjustment. International Journal of Training and Development, 5(2), 112–125. https://doi.org/10.1111/1468-2419.00126
   Google Scholar
• Ntsatsi, L., & Parumasur, S. B. (2012). The perceived impact of restructuring on service quality in a health care environment. Corporate Ownership & Control, 10(1), 408–420. https://doi.org/10.22495/cocv10i1c4art2
   Google Scholar
• Oravecz, Z., Dirsmith, J., Heshmati, S., Vandekerckhove, J., & Brick, T. R. (2020). Psychological well-being and personality traits are associated with experiencing love in everyday life. Personality and Individual Differences, 153, 109620. https://doi.org/10.1016/j.paid.2019.109620
   Web of Science ®Google Scholar
• Palmatier, R. W., Jarvis, C. B., Bechkoff, J. R., & Kardes, F. R. (2009). The role of customer gratitude in relationship marketing. Journal of Marketing, 73(5), 1–18. https://doi.org/10.1509/jmkg.73.5.1
   Web of Science ®Google Scholar
• Pfrombeck, J., Doden, W., Grote, G., & Feierabend, A. (2020). A study of organizational cynicism and how it is affected by social exchange relationships at work. Journal of Occupational and Organizational Psychology, 93(3), 578–604. https://doi.org/10.1111/joop.12306
   Web of Science ®Google Scholar
• Podsakoff, N. P. (2017). A tutorial on the causes, consequences, and remedies of common method biases. MIS Quarterly, 35(1), 293–334.
   Google Scholar
• Polit, D. F., & Beck, C. T. (2004). Nursing research: Principles and methods. Lippincott Williams & Wilkins.
   Google Scholar
• Pratono, A. H., & Arli, D. (2020). Linking global consumer culture and ethnocentric consumerism to global citizenship: Exploring the mediating effect of cultural intelligence. The International Journal of Sociology and Social Policy, 40(7/8), 659–675. https://doi.org/10.1108/IJSSP-10-2019-0212
   Web of Science ®Google Scholar
• Prayag, G., Hassibi, S., & Nunkoo, R. (2019). A systematic review of consumer satisfaction studies in hospitality journals: Conceptual development, research approaches and future prospects. Journal of Hospitality Marketing & Management, 28(1), 51–80. https://doi.org/10.1080/19368623.2018.1504367
   Web of Science ®Google Scholar
• Preacher, K. J., & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879–891. https://doi.org/10.3758/BRM.40.3.879
   PubMed Web of Science ®Google Scholar
• Qi, J. M., Wang, S., & Koerber, M. A. (2020). When do frontline service employees feel more grateful? European Journal of Marketing, 54(9), 2107–2137. https://doi.org/10.1108/EJM-06-2019-0496
   Web of Science ®Google Scholar
• Raggio, R. D., Walz, A. M., Godbole, M. B., & Folse, J. A. G. (2014). Gratitude in relationship marketing: Theoretical development and directions for future research. European Journal of Marketing, 48(1), 2–24. https://doi.org/10.1108/EJM-08-2009-0355
   Web of Science ®Google Scholar
• Rather, R. A. (2018). Investigating the impact of customer brand identification on hospitality brand loyalty: A social identity perspective. Journal of Hospitality Marketing & Management, 27(5), 487–513. https://doi.org/10.1080/19368623.2018.1404539
   Web of Science ®Google Scholar
• Rather, R. A., & Camilleri, M. A. (2019). The effects of service quality and consumer-brand value congruity on hospitality brand loyalty. An International Journal of Tourism and Hospitality Researcha, 30(4), 547–559. https://doi.org/10.1080/13032917.2019.1650289
   Web of Science ®Google Scholar
• Ruz-Mendoza, M., Trifu, A., Cambra-Fierro, J., & Melero-Polo, I. (2021). Standardized vs. customized firm-initiated interactions: Their effect on customer gratitude and performance in a B2B context. Journal of Business Research, 133(April), 341–353. https://doi.org/10.1016/j.jbusres.2021.05.006
   Google Scholar
• Septianto, F., Seo, Y., & Errmann, A. C. (2021). Distinct effects of pride and gratitude appeals on sustainable luxury brands. Journal of Business Ethics, 169(2), 211–224. https://doi.org/10.1007/s10551-020-04484-7
   Web of Science ®Google Scholar
• Settoon, R. P., Bennett, N., & Liden, R. C. (1996). Social exchange in organizations: Perceived organizational support, leader–member exchange, and employee reciprocity. The Journal of Applied Psychology, 81(3), 219–227. https://doi.org/10.1037/0021-9010.81.3.219
   Web of Science ®Google Scholar
• Shankman, S. (2019). Luxury hotels want to make you feel culturally relevant. Skift. https://skift.com/2019/01/29/luxury-hotels-want-to-make-you-feel-culturally-relevant/
   Google Scholar
• Shuqair, S., Pinto, D. C., & Mattila, A. S. (2019). Benefits of authenticity: Post-failure loyalty in the sharing economy. Annals of Tourism Research, 78(June), 102741. https://doi.org/10.1016/j.annals.2019.06.008
   Google Scholar
• Sizoo, S., Plank, R., Iskat, W., & Serrie, H. (2005). The effect of intercultural sensitivity on employee performance in cross‐cultural service encounters. The Journal of Services Marketing, 19(4), 245–255. https://doi.org/10.1108/08876040510605271
   Google Scholar
• Solnet, D., Subramony, M., Ford, R. C., Golubovskaya, M., Kang, H. J. (., & Hancer, M. (2019). Leveraging human touch in service interactions: Lessons from hospitality. Journal of Service Management, 30(3), 392–409. https://doi.org/10.1108/JOSM-12-2018-0380
   Web of Science ®Google Scholar
• Soscia, I. (2007). Gratitude, delight, or guilt: The role of consumers’ emotions in predicting postconsumption behaviors. Psychology & Marketing, 24(10), 871–894. https://doi.org/10.1002/mar.20188
   Web of Science ®Google Scholar
• Spector, R. E. (2012). Cultural diversity in health and illness. Pearson Higher Ed.
   Google Scholar
• Stoyanova-Bozhkova, S., Paskova, T., & Buhalis, D. (2022). Emotional intelligence: A competitive advantage for tourism and hospitality managers. Tourism Recreation Research, 47(4), 359–371. https://doi.org/10.1080/02508281.2020.1841377
   Web of Science ®Google Scholar
• Sue, D. W. E., Ivey, A. E., & Pedersen, P. B. (1996). A theory of multicultural counseling and therapy. Thomson Brooks/Cole Publishing Co.
   Google Scholar
• Takeuchi, R., Yun, S., & Wong, K. F. E. (2011). Social influence of a coworker: A test of the effect of employee and coworker exchange ideologies on employees’ exchange qualities. Organizational Behavior and Human Decision Processes, 115(2), 226–237. https://doi.org/10.1016/j.obhdp.2011.02.004
   Web of Science ®Google Scholar
• Torres, E. N., Fu, X., & Lehto, X. (2014). Examining key drivers of customer delight in a hotel experience: A cross-cultural perspective. International Journal of Hospitality Management, 36, 255–262. https://doi.org/10.1016/j.ijhm.2013.09.007
   Web of Science ®Google Scholar
• Tsang, J. A. (2006). The effects of helper intention on gratitude and indebtedness. Motivation and Emotion, 30(3), 198–204. https://doi.org/10.1007/s11031-006-9031-z
   Web of Science ®Google Scholar
• Tsang, J. A., & Martin, S. R. (2019). Four experiments on the relational dynamics and prosocial consequences of gratitude. The Journal of Positive Psychology, 14(2), 188–205. https://doi.org/10.1080/17439760.2017.1388435
   Web of Science ®Google Scholar
• Tsang, J., Schnitker, S. A., Emmons, R. A., & Hill, P. C. (2022). Feeling the intangible: Antecedents of gratitude toward intangible benefactors. The Journal of Positive Psychology, 17(6), 802–818. https://doi.org/10.1080/17439760.2021.1952480
   Web of Science ®Google Scholar
• Tsaur, S. -H., & Lo, P. -C. (2020). Measuring memorable dining experiences and related emotions in fine dining restaurants. Journal of Hospitality Marketing & Management, 29(8), 887–910. https://doi.org/10.1080/19368623.2020.1748157
   Web of Science ®Google Scholar
• Tsaur, S. -H., & Tu, J. -H. (2019). Cultural competence for tour leaders: Scale development and validation. Tourism Management, 71(6), 9–17. https://doi.org/10.1016/j.tourman.2018.09.017
   Google Scholar
• Vrontis, D., Leonidou, E., Christofi, M., Kaufmann Hans, R., & Kitchen, P. J. (2021). Intercultural service encounters: A systematic review and a conceptual framework on trust development. EuroMed Journal of Business, 16(3), 306–323. https://doi.org/10.1108/EMJB-03-2019-0044
   Web of Science ®Google Scholar
• Wang, X., Keh, H. T., & Yan, L. (2020). Customer perceptions of frontline employees’ extra-role helping behaviors. The Journal of Services Marketing, 34(6), 869–883. https://doi.org/10.1108/JSM-08-2019-0298
   Web of Science ®Google Scholar
• Wu, S. H., & Gao, Y. (2019). Understanding emotional customer experience and co-creation behaviours in luxury hotels. International Journal of Contemporary Hospitality Management, 31(11), 4247–4275. https://doi.org/10.1108/IJCHM-04-2018-0302
   Web of Science ®Google Scholar
• Zhang, H., Cho, T., Wang, H., & Ge, Q. (2018). The influence of cross-cultural awareness and tourist experience on authenticity, tourist satisfaction and acculturation in world cultural heritage sites of Korea. Sustainability, 10(4), 927. https://doi.org/10.3390/su10040927
   Web of Science ®Google Scholar