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

Schoefer, Klaus, Wäppling, Anders, Heirati, Nima and Blut, Markus (2019) The moderating effect of cultural value orientations on behavioral responses to dissatisfactory service experiences. Journal of Retailing and Consumer Services, 48. pp. 247-256. ISSN 0969-6989

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Official URL: https://doi.org/10.1016/j.jretconser.2019.02.009

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.

Item Type: Article
Uncontrolled Keywords: Service failure, Dissatisfactory service experiences, Cultural value orientations, Behavioral responses
Subjects: N500 Marketing
Department: Faculties > Business and Law > Newcastle Business School > Business and Management
Depositing User: Elena Carlaw
Date Deposited: 08 Mar 2019 10:59
Last Modified: 11 Oct 2019 07:20
URI: http://nrl.northumbria.ac.uk/id/eprint/38345

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