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Culture's impact on consumer complaining responses to embarrassing service failure

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Cited by:

  1. Sengupta, Sanchayan & Rokonuzzaman, Md & Kumar Jaiswal, Anand & Filieri, Raffaele, 2025. "Impact of virtual presence of others on social media service recovery evaluations: A cross-cultural perspective," Journal of Business Research, Elsevier, vol. 191(C).
  2. Chan, Elisa K. & Wan, Lisa C. & Yi, Xiao (Shannon), 2022. "Smart technology vs. embarrassed human: The inhibiting effect of anticipated technology embarrassment," Annals of Tourism Research, Elsevier, vol. 97(C).
  3. Weitzl, Wolfgang J. & Einwiller, Sabine A., 2020. "Profiling (un-)committed online complainants: Their characteristics and post-webcare reactions," Journal of Business Research, Elsevier, vol. 117(C), pages 740-753.
  4. Song, Mengmeng & Zhang, Huixian & Xing, Xinyu & Duan, Yucong, 2023. "Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  5. Wu, Ruomeng & Steffel, Mary & Shavitt, Sharon, 2021. "Buying gifts for multiple recipients: How culture affects whose desires are prioritized," Journal of Business Research, Elsevier, vol. 132(C), pages 10-20.
  6. Li, Yuan (William) & Wan, Lisa C. & Luo, Xiaoyan & Wu, Chuanlong, 2023. "If museum treasures could talk: How anthropomorphism increases favorable visitor responses," Annals of Tourism Research, Elsevier, vol. 99(C).
  7. Choi, Sungwoo & Wan, Lisa C. & Mattila, Anna S., 2024. "Unintended indulgence in robotic service encounters," Annals of Tourism Research, Elsevier, vol. 106(C).
  8. Phimai Nuansi & Piya Ngamcharoenmongkol, 2021. "Proactive Complaint Management: Effects of Customer Voice Initiation on Perceived Justices, Satisfaction, and Negative Word-of-Mouth," SAGE Open, , vol. 11(3), pages 21582440211, September.
  9. Chen, Ning & Li, Diwan & Lv, Hui & Zheng, Chuhao & Zhao, Xingxin, 2025. "More helpful or less ethical: The dilemma between “desire to gain to face” and “fear of losing face” for narcissistic employees," Journal of Business Research, Elsevier, vol. 201(C).
  10. M. S. Balaji & Subhash Jha & Marla B. Royne, 2015. "Customer e-complaining behaviours using social media," The Service Industries Journal, Taylor & Francis Journals, vol. 35(11-12), pages 633-654, August.
  11. M. Minsuk Shin & Eun Jeong Noh & Jiwon Lee, 2018. "Study abroad programs as a service convergence: an international marketing approach," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 253-275, June.
  12. Herter, Márcia Maurer & Borges, Adilson & Pinto, Diego Costa, 2021. "Which emotions make you healthier? The effects of sadness, embarrassment, and construal level on healthy behaviors," Journal of Business Research, Elsevier, vol. 130(C), pages 147-158.
  13. 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.
  14. Lee, Joseph Lok-Man & Lau, Chammy Yan-Lam & Wong, Charlaine Wai-Ga, 2023. "Reexamining brand loyalty and brand awareness with social media marketing: A collectivist country perspective," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 9(2), pages 3-10.
  15. Chen, Ke & Chen, Jianxun & Zhan, Wu & Sharma, Piyush, 2020. "When in Rome! Complaint contagion effect in multi-actor service ecosystems," Journal of Business Research, Elsevier, vol. 121(C), pages 628-641.
  16. Jafarzadeh, Hamed & Tafti, Mahdi & Intezari, Ali & Sohrabi, Babak, 2021. "All's well that ends well: Effective recovery from failures during the delivery phase of e-retailing process," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
  17. Verena Hüttl-Maack & Doreén Pick & Heribert Gierl, 2019. "Handle with care! How majority cues can reduce the negative effects of warnings of foreseeable product failures," Review of Managerial Science, Springer, vol. 13(4), pages 689-723, August.
  18. Fan Alei (Aileen) & Van Hoof Hubert B. & Loyola Sandra Pesantez & Lituma Sebastián Calle & Granda Marlene Jaramillo, 2016. "The impact of other customers and gender on consumer complaint behaviour in the Ecuadorian restaurant setting," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 7(1), pages 21-29, May.
  19. Henderson, Geraldine Rosa & Guzmán, Francisco & Huff, Lenard & Motley, Carol M., 2013. "The Ian's pizza tribe: Reconceptualizing cross-cultural research in the digital age," Journal of Business Research, Elsevier, vol. 66(3), pages 283-287.
  20. Jia, Guangmei & Luo, Xiaoyan & Wan, Lisa C., 2025. "How the elderly tackle age discrimination from human or AI servers," Annals of Tourism Research, Elsevier, vol. 113(C).
  21. Ziegler, Alexander H. & Allen, Alexis M. & Peloza, John & Ian Norris, J., 2022. "The nature of vicarious embarrassment," Journal of Business Research, Elsevier, vol. 153(C), pages 355-364.
  22. Banik, Shanta & Gao, Yongqiang & Rabbanee, Fazlul K., 2019. "Status demotion in hierarchical loyalty programs and its effects on switching: Identifying mediators and moderators in the Chinese context," Journal of Business Research, Elsevier, vol. 96(C), pages 125-134.
  23. Nath, Prithwiraj & Devlin, James & Reid, Veronica, 2018. "The effects of online reviews on service expectations: Do cultural value orientations matter?," Journal of Business Research, Elsevier, vol. 90(C), pages 123-133.
  24. Bendegül OKUMUS, 2019. "Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures," Journal of Tourismology, Istanbul University, Faculty of Economics, vol. 5(1), pages 1-15, June.
  25. 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.
  26. He, Jun & Calluso, Cinzia & Donato, Carmela & Thouvarecq, Regis & Iodice, Pierpaolo, 2026. "Self-image matters: Examining individual differences in resistance to loss framing messages," Journal of Retailing and Consumer Services, Elsevier, vol. 89(PA).
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