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Culture and personal values: How they influence perceived service quality

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Author Info

  • Ladhari, Riadh
  • Pons, Frank
  • Bressolles, Grégory
  • Zins, Michel
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    Abstract

    This research analyzes the effects of culture and personal values on perceived service quality. Data on bank service quality are collected from 509 Canadian and 216 French users. The results confirm that power distance and uncertainty avoidance influence perceived service quality. Personal values such as self-fulfillment, self-respect, sense of accomplishment, and security also influence perceived service quality. The study findings show that the effects of personal values (micro-level variables) and culture (macro-level variable) on perceived service quality are distinct.

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    File URL: http://www.sciencedirect.com/science/article/pii/S0148296310002468
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    Bibliographic Info

    Article provided by Elsevier in its journal Journal of Business Research.

    Volume (Year): 64 (2011)
    Issue (Month): 9 (September)
    Pages: 951-957

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    Handle: RePEc:eee:jbrese:v:64:y:2011:i:9:p:951-957

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    Web page: http://www.elsevier.com/locate/jbusres

    Related research

    Keywords: Culture Personal values Service quality;

    References

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    1. Soares, Ana Maria & Farhangmehr, Minoo & Shoham, Aviv, 2007. "Hofstede's dimensions of culture in international marketing studies," Journal of Business Research, Elsevier, vol. 60(3), pages 277-284, March.
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    3. Aaker, Jennifer L, 2000. " Accessibility or Diagnosticity? Disentangling the Influence of Culture on Persuasion Processes and Attitudes," Journal of Consumer Research, University of Chicago Press, vol. 26(4), pages 340-57, March.
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    6. Ueltschy, Linda C. & Laroche, Michel & Zhang, Man & Cho, Hyuksoo & Yingwei, Ren, 2009. "Is there really an Asian connection? Professional service quality perceptions and customer satisfaction," Journal of Business Research, Elsevier, vol. 62(10), pages 972-979, October.
    7. Cleveland, Mark & Laroche, Michel, 2007. "Acculturaton to the global consumer culture: Scale development and research paradigm," Journal of Business Research, Elsevier, vol. 60(3), pages 249-259, March.
    8. Ledden, Lesley & Kalafatis, Stavros P. & Samouel, Phillip, 2007. "The relationship between personal values and perceived value of education," Journal of Business Research, Elsevier, vol. 60(9), pages 965-974, September.
    9. Aaker, Jennifer L., 2000. "Accessibility or Diagnosticity? Disentangling the Influence of Culture on Persuasion Processes and Attitudes," Research Papers 1579, Stanford University, Graduate School of Business.
    10. Sivadas, Eugene & Bruvold, Norman T. & Nelson, Michelle R., 2008. "A reduced version of the horizontal and vertical individualism and collectivism scale: A four-country assessment," Journal of Business Research, Elsevier, vol. 61(3), pages 201-210, March.
    11. Davis, Lenita & Wang, Sijun & Lindridge, Andrew, 2008. "Culture influences on emotional responses to on-line store atmospheric cues," Journal of Business Research, Elsevier, vol. 61(8), pages 806-812, August.
    12. Moon, Junyean & Chadee, Doren & Tikoo, Surinder, 2008. "Culture, product type, and price influences on consumer purchase intention to buy personalized products online," Journal of Business Research, Elsevier, vol. 61(1), pages 31-39, January.
    13. Ueltschy, Linda C. & Laroche, Michel & Tamilia, Robert D. & Yannopoulos, Peter, 2004. "Cross-cultural invariance of measures of satisfaction and service quality," Journal of Business Research, Elsevier, vol. 57(8), pages 901-912, August.
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    Cited by:
    1. Liang, Dapeng & Ma, Zhenzhong & Qi, Liyun, 2013. "Service quality and customer switching behavior in China's mobile phone service sector," Journal of Business Research, Elsevier, vol. 66(8), pages 1161-1167.
    2. Van Vaerenbergh, Yves & Holmqvist, Jonas, 2014. "Examining the relationship between language divergence and word-of-mouth intentions," Journal of Business Research, Elsevier, vol. 67(8), pages 1601-1608.

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