Intercultural competence in the context of intercultural service encounters: A multilevel and dynamic approach

This article proposes a multilevel and dynamic approach to analyzing intercultural competence (IC) to understand how IC components at individual and collective levels articulate in intercultural service encounters (ICSEs). The articulation of IC levels is analyzed using a dynamic approach that covers the three service experience phases: pre-core, core, and post-core ICSEs. Analysis of data collected from a French language services business unit shows that service businesses need to adjust the two levels of IC in each service experience phase in order to achieve a quality service experience. A multilevel approach is taken to illuminate the role of the team as a whole, rather than individual staff members, in service encounter outcomes. The study represents a contextualized explanation of the dynamic nature of intercultural interactions within the team and between staff and customers, validates the concept of collective IC, and contributes to the literature on ICSEs.