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

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

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

6 Citations (Scopus)
16 Downloads (Pure)

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.

Original languageEnglish
Pages (from-to)247-256
Number of pages10
JournalJournal of Retailing and Consumer Services
Volume48
Early online date28 Feb 2019
DOIs
Publication statusPublished - 1 May 2019

Fingerprint Dive into the research topics of 'The moderating effect of cultural value orientations on behavioral responses to dissatisfactory service experiences'. Together they form a unique fingerprint.

Cite this