University of Warwick institutional repository: http://go.warwick.ac.uk/wrap This paper is made available online in accordance with publisher policies. Please scroll down to view the document itself. Please refer to the repository record for this item and our policy information available from the repository home page for further information. To see the final version of this paper please visit the publisher’s website. Access to the published version may require a subscription. Author(s): Stanley Kam-Chung Chan; Michael Harris Bond; Helen Spencer-Oatey; Mildred A. Rojo-Laurilla Article Title: Culture and rapport promotion in service encounters: Protecting the ties that bind Year of publication: 2004 Link to published version: http://dx.doi.org/ 10.1075/japc.14.2.04cha Publisher statement: This is an electronic version of an article Chan, S. et al. (2004). Culture and rapport promotion in service encounters: Protecting the ties that bind. Journal of Asian Pacific Communication, Vol. 14, pp. 245-260. The publisher should be contacted for permission to re-use or reprint the material in any form