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The moderating effect of cultural value orientations on behavioral responses to dissatisfactory service experiences

Schoefer, Klaus, Wappling, Anders, Heirati, Nima and Blut, Markus (2019) The moderating effect of cultural value orientations on behavioral responses to dissatisfactory service experiences Journal of Retailing and Consumer Services, 48. pp. 247-256.

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Abstract

The increasing globalization of markets and the ease with which services now cross national boundaries provide a compelling reason for understanding the cultural context of service delivery and consumption. Addressing this particular issue, the current study builds upon and extends an emerging line of academic inquiry by investigating the moderating effects of cultural differences on behavioral responses to dissatisfactory service experiences. Using a cross-sectional survey design, the present study's findings indicate that culture, measured by an individual's cultural value orientation along the Hofstede dimensions of individualism/collectivism, masculinity/femininity, power distance, uncertainty avoidance and long-term/short-term orientation, has indirect effects on voice, exit, negative word-of-mouth and third-party responses. These findings have significant implications for the theory and practice of international service management.

Item Type: Article
Divisions : Faculty of Arts and Social Sciences > Surrey Business School
Authors :
NameEmailORCID
Schoefer, Klaus
Wappling, Anders
Heirati, Niman.heirati@surrey.ac.uk
Blut, Markus
Date : 28 February 2019
OA Location : https://www.sciencedirect.com/science/article/pii/S0969698918304247
Copyright Disclaimer : Crown Copyright © 2019 Published by Elsevier Ltd. All rights reserved.
Uncontrolled Keywords : Service failure, dissatisfactory service experiences, cultural value orientations, behavioral responses
Depositing User : James Marshall
Date Deposited : 17 Feb 2020 15:02
Last Modified : 17 Feb 2020 15:02
URI: http://epubs.surrey.ac.uk/id/eprint/853758

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