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

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  • Schoefer, Klaus
  • Wäppling, Anders
  • Heirati, Nima
  • Blut, Markus

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.

Suggested Citation

  • Schoefer, Klaus & Wäppling, Anders & Heirati, Nima & Blut, Markus, 2019. "The moderating effect of cultural value orientations on behavioral responses to dissatisfactory service experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 48(C), pages 247-256.
    • Handle: RePEc:eee:joreco:v:48:y:2019:i:c:p:247-256
    DOI: 10.1016/j.jretconser.2019.02.009
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    References listed on IDEAS

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    Cited by:

    1. C, Deep Prakash & Majumdar, Adrija, 2023. "Predicting sports fans’ engagement with culturally aligned social media content: A language expectancy perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    2. Kong, Juan & Lou, Chen, 2023. "Do cultural orientations moderate the effect of online review features on review helpfulness? A case study of online movie reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    3. Lingyun Mi & Lijie Qiao & Ting Xu & Xiaoli Gan & Hang Yang & Jingjing Zhao & Yaning Qiao & Jiaxin Hou, 2020. "Promoting sustainable development: The impact of differences in cultural values on residents' pro‐environmental behaviors," Sustainable Development, John Wiley & Sons, Ltd., vol. 28(6), pages 1539-1553, November.
    4. Gilboa, Shaked & Vilnai-Yavetz, Iris & Mitchell, Vince & Borges, Adilson & Frimpong, Kwabena & Belhsen, Nourdine, 2020. "Mall experiences are not universal: The moderating roles of national culture and mall industry age," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    5. Chebat Elise & Roth Yefim & Chebat Jean Charles, 2020. "How Culture Moderates the Effects of Justice in Service Recovery," Review of Marketing Science, De Gruyter, vol. 18(1), pages 21-41, September.

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