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Culture and personal values: How they influence perceived service quality

Listed author(s):
  • Ladhari, Riadh
  • Pons, Frank
  • Bressolles, Grégory
  • Zins, Michel
Registered author(s):

    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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    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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    9. Kahle, Lynn R & Beatty, Sharon E & Homer, Pamela, 1986. " Alternative Measurement Approaches to Consumer Values: The List of Values (LOV) and Values and Life Style (VALS)," Journal of Consumer Research, Oxford University Press, vol. 13(3), pages 405-409, December.
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    11. 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.
    12. 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.
    13. 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.
    14. 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.
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