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Understanding how satisfaction can be guaranteed when participants arrive from different and diverse national cultures is of crucial importance. The objective of our study is to identify key factors that influence the participants involved in intercultural service encounters in their efforts to solve problems arising during encounters within a hotel context. As part of our study, we carried out in-depth interviews with representatives from both the service provider and the customer. A comprehensive framework was constructed based on the analyses of the interviews with the help of constructivist grounded theory, in order to identify the factors that may prove to be significant in intercultural service encounters. Findings of the study highlight the potential communication and cultural barriers faced by participants of the interaction when their efforts to solve problems, as they transpire, ultimately depends on their personal …