Immigrants versus Nationals: When an Intercultural Service Encounter Failure Turns to Verbal Confrontation
研究跨文化服务接触失败如何升级为言语冲突，通过南非和美国的实验揭示消费者反应取决于感知相似性、愤怒和情境，为保护移民店主提供政策建议。
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).