IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v66y2013i7p816-822.html
   My bibliography  Save this article

Cultural impacts on felt and expressed emotions and third party complaint relationships

Author

Listed:
  • Baker, Thomas L.
  • Meyer, Tracy
  • Chebat, Jean-Charles

Abstract

This article investigates the influence of emotion and culture on intentions to proceed with third party action following a service failure. Negative emotions are broken into two distinct components, those inwardly felt versus those outwardly visible. Consistent with Appraisal Theory, results provide empirical support for positive relationships between felt emotion and displayed emotion and displayed emotion on third party action against a service firm. Hofstede's model suggests that cultural values (individualism, uncertainty avoidance, and power distance) influence emotions internally felt relative to emotions externally displayed as well as intentions to voice a complaint to a third party. Empirical support was found for two of the six cultural-based moderating hypotheses. The results of the data collection effort were less conclusive than theory would suggest. This leads one to question the actual moderating effects of culture in the field of critical incidents. Theoretical and managerial implications are drawn from these findings.

Suggested Citation

  • Baker, Thomas L. & Meyer, Tracy & Chebat, Jean-Charles, 2013. "Cultural impacts on felt and expressed emotions and third party complaint relationships," Journal of Business Research, Elsevier, vol. 66(7), pages 816-822.
    • Handle: RePEc:eee:jbrese:v:66:y:2013:i:7:p:816-822
    DOI: 10.1016/j.jbusres.2011.06.006
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296311001937
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2011.06.006?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Wong, Nancy Y., 2004. "The role of culture in the perception of service recovery," Journal of Business Research, Elsevier, vol. 57(9), pages 957-963, September.
    2. Zhang, Jingyun & Beatty, Sharon E. & Walsh, Gianfranco, 2008. "Review and future directions of cross-cultural consumer services research," Journal of Business Research, Elsevier, vol. 61(3), pages 211-224, March.
    3. 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.
    4. Bearden, William O. & Crockett, Melissa, 1981. "Self-monitoring, norms, and attitudes as influences on consumer complaining," Journal of Business Research, Elsevier, vol. 9(3), pages 255-266, September.
    5. Martin, Charles L. & Smart, Denise T., 1988. "Relationship correspondence: similarities and differences in business response to complimentary versus complaining consumers," Journal of Business Research, Elsevier, vol. 17(2), pages 155-173, September.
    6. Steenkamp, Jan-Benedict E M & Baumgartner, Hans, 1998. "Assessing Measurement Invariance in Cross-National Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 25(1), pages 78-90, June.
    7. Segars, A. H., 1997. "Assessing the unidimensionality of measurement: a paradigm and illustration within the context of information systems research," Omega, Elsevier, vol. 25(1), pages 107-121, February.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Aslıhan KIYMALIOĞLU & Eyyüp YARAŞ & Duygu AYDIN ÜNAL, 2018. "Keeping up with the Joneses – the Effect of Individual Cultural Values on Conspicuous Consumption," Istanbul Business Research, Istanbul University Business School, vol. 47(1), pages 88-100, May.
    2. Leonidas C. Leonidou & Bilge Aykol & Jorma Larimo & Lida Kyrgidou & Paul Christodoulides, 2021. "Enhancing International Buyer-Seller Relationship Quality and Long-Term Orientation Using Emotional Intelligence: The Moderating Role of Foreign Culture," Management International Review, Springer, vol. 61(3), pages 365-402, June.
    3. Cheah, Jun-Hwa & Waller, David & Thaichon, Park & Ting, Hiram & Lim, Xin-Jean, 2020. "Price image and the sugrophobia effect on luxury retail purchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    4. Ma’moun A. Habiballah & Jebril A. Alhelalat & Naseem M. Twaissi, 2016. "The Effect of Tourists’ National Culture on Perceived Performance of Restaurants in Petra, Jordan," International Business Research, Canadian Center of Science and Education, vol. 9(3), pages 25-39, March.
    5. Tari Kasnakoglu, Berna & Yilmaz, Cengiz & Varnali, Kaan, 2016. "An asymmetric configural model approach for understanding complainer emotions and loyalty," Journal of Business Research, Elsevier, vol. 69(9), pages 3659-3672.
    6. Gaucher, Benoît & Chebat, Jean-Charles, 2019. "How uncivil customers corrode the relationship between frontline employees and retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 1-10.
    7. Abosag, Ibrahim & Baker, Thomas L. & Hall, Kristina Lindsey & Voulgari, Aliki-Dimitra & Zheng, Xiaoyuan, 2017. "Antecedents and consequences of liking in retail service relationships in China and Greece," International Business Review, Elsevier, vol. 26(3), pages 566-578.
    8. Gambetta, Nicolás & Zorio-Grima, Ana & García-Benau, María Antonia, 2015. "Complaints management and bank risk profile," Journal of Business Research, Elsevier, vol. 68(7), pages 1599-1601.
    9. Babin, Barry J. & Borges, Adilson & James, Kevin, 2016. "The role of retail price image in a multi-country context: France and the USA," Journal of Business Research, Elsevier, vol. 69(3), pages 1074-1081.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Obal, Michael & Kunz, Werner, 2016. "Cross-cultural differences in uses of online experts," Journal of Business Research, Elsevier, vol. 69(3), pages 1148-1156.
    2. Brush, Gregory J., 2019. "Similarities and differences in Asian and Western travelers’ service performance measurement, evaluation and outcomes," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 351-361.
    3. Matanda, Margaret Jekanyika & Freeman, Susan, 2009. "Effect of perceived environmental uncertainty on exporter-importer inter-organisational relationships and export performance improvement," International Business Review, Elsevier, vol. 18(1), pages 89-107, February.
    4. Abosag, Ibrahim & Baker, Thomas L. & Hall, Kristina Lindsey & Voulgari, Aliki-Dimitra & Zheng, Xiaoyuan, 2017. "Antecedents and consequences of liking in retail service relationships in China and Greece," International Business Review, Elsevier, vol. 26(3), pages 566-578.
    5. Smith, Rachel & Deitz, George & Royne, Marla B. & Hansen, John D. & Grünhagen, Marko & Witte, Carl, 2013. "Cross-cultural examination of online shopping behavior: A comparison of Norway, Germany, and the United States," Journal of Business Research, Elsevier, vol. 66(3), pages 328-335.
    6. Bu, Kyunghee & Kim, Donghoon & Son, Jungmin, 2013. "Is the culture–emotion fit always important?," Journal of Business Research, Elsevier, vol. 66(8), pages 983-988.
    7. Walsh, Gianfranco & Northington, William Magnus & Hille, Patrick & Dose, David, 2015. "Service employees' willingness to report complaints scale: Cross-country application and replication," Journal of Business Research, Elsevier, vol. 68(3), pages 500-506.
    8. Diallo, Mbaye Fall & Seck, Anne Marianne, 2018. "How store service quality affects attitude toward store brands in emerging countries: Effects of brand cues and the cultural context," Journal of Business Research, Elsevier, vol. 86(C), pages 311-320.
    9. Wan, Lisa C., 2013. "Culture's impact on consumer complaining responses to embarrassing service failure," Journal of Business Research, Elsevier, vol. 66(3), pages 298-305.
    10. Chabowski, Brian R. & Samiee, Saeed & Hult, G. Tomas M., 2017. "Cross-national research and international business: An interdisciplinary path," International Business Review, Elsevier, vol. 26(1), pages 89-101.
    11. Walsh, Gianfranco & Beatty, Sharon E. & Shiu, Edward M.K., 2009. "The customer-based corporate reputation scale: Replication and short form," Journal of Business Research, Elsevier, vol. 62(10), pages 924-930, October.
    12. Walsh, Gianfranco & Bartikowski, Boris, 2013. "Exploring corporate ability and social responsibility associations as antecedents of customer satisfaction cross-culturally," Journal of Business Research, Elsevier, vol. 66(8), pages 989-995.
    13. De Vries, Eline L.E. & Zhang, Sha, 2020. "The effectiveness of random discounts for migrating customers to the mobile channel," Journal of Business Research, Elsevier, vol. 110(C), pages 272-281.
    14. Shiu, Edward & Walsh, Gianfranco & Hassan, Louise M. & Parry, Sara, 2015. "The direct and moderating influences of individual-level cultural values within web engagement: A multi-country analysis of a public information website," Journal of Business Research, Elsevier, vol. 68(3), pages 534-541.
    15. Walsh, Gianfranco & Shiu, Edward & Hassan, Louise M., 2014. "Replicating, validating, and reducing the length of the consumer perceived value scale," Journal of Business Research, Elsevier, vol. 67(3), pages 260-267.
    16. Millan, Elena & De Pelsmacker, Patrick & Wright, Len Tiu, 2013. "Clothing consumption in two recent EU Member States: A cross-cultural study," Journal of Business Research, Elsevier, vol. 66(8), pages 975-982.
    17. Bartikowski, Boris & Walsh, Gianfranco & Beatty, Sharon E., 2011. "Culture and age as moderators in the corporate reputation and loyalty relationship," Journal of Business Research, Elsevier, vol. 64(9), pages 966-972, September.
    18. Liang, Beichen & Kale, Sudhir H., 2012. "Cultural differences in imagery generation: The influence of abstract versus concrete thinking," Journal of Business Research, Elsevier, vol. 65(3), pages 333-339.
    19. Lorente-Páramo, Ángel J. & Hernández-García, Ángel & Chaparro-Peláez, Julián, 2020. "Influence of cultural dimensions on promotional e-mail effectiveness," Technological Forecasting and Social Change, Elsevier, vol. 150(C).
    20. Lu, Qiang (Steven) & Pattnaik, Chinmay & Xiao, Junji & Voola, Ranjit, 2018. "Cross-national variation in consumers' retail channel selection in a multichannel environment: Evidence from Asia-Pacific countries," Journal of Business Research, Elsevier, vol. 86(C), pages 321-332.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:66:y:2013:i:7:p:816-822. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.