How cross-culture affects the outcomes of co-creation

2019 ◽  
Vol 31 (4) ◽  
pp. 544-566 ◽  
Author(s):  
Emily Mary Grott ◽  
Jesus Cambra-Fierro ◽  
Lourdes Perez ◽  
Mirella Yani-de-Soriano
Keyword(s):  
Customer Satisfaction ◽  
Cultural Differences ◽  
Customer Loyalty ◽  
Cross Cultural ◽  
Service Research ◽  
Cross Culture ◽  
Content Type ◽  
Cross Cultural Differences ◽  
Customer Perspective ◽  
The Uk

Purpose The aim of this study is two-fold. Firstly, to examine the outcomes of co-creation from a customer perspective using well-recognised customer management variables (customer satisfaction, loyalty and word-of-mouth (WOM). Secondly, to assess potential cross-cultural differences that may exist within the context of co-creation. Design/methodology/approach A questionnaire was completed in the banking services industry, and the final valid sample comprised individuals from the UK and Spain. Multi-sample analysis was carried out using PLS software. Findings Co-creation has a direct influence on customer satisfaction, customer loyalty and WOM; co-creation activities lead to cumulative customer satisfaction, which also affects customer loyalty and positive WOM. Furthermore, the results show that the direct relationships between co-creation and loyalty and WOM are more powerful for British consumers than Spanish consumers, who need to feel satisfied prior to demonstrating loyalty and engaging in positive WOM. Practical implications Firms can use co-creation as a strategic tool if they provide trustworthy collaboration spaces. Furthermore, firms need to adapt the way they interact, listen and respond to customers in different cultural contexts. Trustworthy collaboration spaces and adapting to cultural differences can result in customers who are more satisfied, loyal to the company and more likely to carry out positive WOM, which can ultimately lead to future business. Originality/value This study provides insights into co-creation from a customer perspective. Although much service research has examined the drivers of customer co-creation, literature that analyses the consequences of customer co-creation is still scarce. Moreover, this is the first study to provide empirical evidence of cross-cultural differences within the context of co-creation.

Cross-cultural influences on e-value creation in supply chains

2014 ◽  
Vol 19 (2) ◽  
pp. 187-199 ◽  
Author(s):  
Joshua M. Davis ◽  
Carlo Mora-Monge ◽  
Gioconda Quesada ◽  
Marvin Gonzalez
Keyword(s):  
Supply Chain ◽  
Cultural Differences ◽  
Value Creation ◽  
Cross Cultural ◽  
Business Systems ◽  
National Cultures ◽  
Content Type ◽  
Creation Process ◽  
Cross Cultural Differences ◽  
Value Creation Process

Purpose – This paper seeks to report the results of an empirical study examining the influence of cross-cultural differences on the value creation process from e-business systems in the supply chain. Design/methodology/approach – A questionnaire was sent out to senior managers in companies operating in two culturally distinct national cultures. The effects of cross-cultural differences were examined by testing for between-group differences in the structural model using the multi-group partial least squares (PLS) statistical approach. Findings – Consistent with the resource-based view (RBV), contingency “fit” theory, and prior research, this study demonstrates that the value creation process from e-business systems is significantly enhanced in companies operating in national cultures that emphasize cooperation and interdependence, and promote group-level interests over individual interests. Originality/value – The mechanisms through which performance improvement is achieved from e-business systems are still not fully understood. Little is still known about how digital capabilities and environmental factors work together to influence e-business value creation along the supply chain. In addition, while contextual factors have been highlighted within the stream, the knowledge base is especially limited regarding the role of global factors in shaping the attainment of value from e-business systems in this context. Filling these gaps, this study simultaneously investigates the roles of intermediate capabilities and the macro-environment in creating value from e-business in the supply chain.

scholarly journals The role of subnational cultural value on animosity: the China-South Korea THAAD crisis

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jeoung Yul Lee ◽  
Joong In Kim ◽  
Alfredo Jiménez ◽  
Alessandro Biraglia
Keyword(s):  
Cultural Differences ◽  
Purchase Intention ◽  
Quality Evaluation ◽  
Cultural Distance ◽  
Cross Cultural ◽  
Chinese Consumers ◽  
Content Type ◽  
Cross Cultural Differences ◽  
The Relationship

PurposeThis study examines the impact of situational and stable animosities on quality evaluation and purchase intention while also testing the moderating effects of within- and cross-country cultural distance. It focuses on the case of the US THAAD missile defense system deployment in South Korea (hereafter, Korea) and investigates how the resulting Chinese consumers' animosity affects their quality evaluation of, and purchase intention toward, Korean cosmetics.Design/methodology/approachThis study utilizes a quantitative approach based on a survey and structural equation modeling. The sample comprises 376 Chinese consumers from 19 Chinese regions.FindingsThe results indicate that both stable and situational animosities are negatively associated with purchase intention toward Korean cosmetics. However, their effects on quality evaluation are different. While stable animosity is negatively related to product quality evaluation, situational animosity has no such negative association. Finally, the cultural distance between Chinese regions and Korea strengthens the negative relationship between stable and situational animosities and purchase intention.Research limitations/implicationsThe study contributes by better unraveling the effects of stable and situational animosities on perceived product quality. The empirical context is unique because it allows the authors to investigate the relationship between Chinese antagonism toward the THAAD deployment in Korea and Chinese consumers' stable and situational animosities in terms of their quality evaluation of, and purchase intention toward, imported Korean cosmetics. Hence, this study contributes to the literature on consumer animosity by empirically testing the moderating effect of within- and cross-country cultural distance on the relationship between stable and situational animosities and purchase intention.Practical implicationsThe study has relevant practical implications, notably for Korean exporters' marketing management and within- and cross-cultural management. The results suggest that countermeasures are needed because Chinese consumers' stable and situational animosities are negatively related to their purchase intention toward Korean cosmetics. Moreover, the findings provide the insight that when foreign firms export culture-sensitive products to a large, multicultural country, their managers should pay attention to within- and cross-cultural differences simultaneously.Originality/valuePrevious studies have shown that the effects of animosity on product evaluation and purchase intention differ depending on the animosity dimension, product type, country and the situation causing animosity, among others. However, the existing literature on animosity has neglected the reality that within-cultural differences in a single large emerging market are relevant to explaining the concept of animosity and its effect on the purchase intention toward culture-sensitive products. Furthermore, none of the animosity studies have touched on the important moderating role of within- and cross-cultural differences between a large and multicultural importing country and a brand's home country in this manner. Therefore, the study fills this gap by empirically examining whether different moderating effects of stable and situational animosities exist for a specific conflict situation caused by a military issue and investigates the causes of these different effects.

Overcoming cross-cultural differences in post-war Sri Lanka: the case of Jetwing in Jaffna

2019 ◽  
Vol 11 (2) ◽  
pp. 185-193
Author(s):  
Vipula Wanigasekera
Keyword(s):  
Sri Lanka ◽  
Cultural Differences ◽  
Focal Point ◽  
Cross Cultural ◽  
Content Type ◽  
Cross Cultural Differences ◽  
The North ◽  
Local Residents ◽  
Post War ◽  
The Impact

Purpose Cross-cultural differences must be taken into consideration for tourism development. The purpose of this study is to shed light on the importance of cross-cultural differences in a location which is emerging from a dark period after a prolonged war caused by ethnic differences. Design/methodology/approach While the existing tourism models deal with the impact of cross-cultural differences, it is difficult to apply them in certain situations, such as postwar Sri Lanka. The study therefore adopted an inductive, qualitative approach where information has been obtained from all stakeholders. Findings The conflict in Sri Lanka in the North and East has been interpreted differently by many individual stakeholder groups. This study reveals how economic development can bring communities together. The project elaborated in this study represents an investment of over US$6m. Given that the location of Jaffna was a focal point of the 26-year long civil war from 1983 to 2009, the risk of failure would have been extremely high. Originality/value The study ascertained qualitative perceptions from a cross-section of perspectives: the investor, local residents and employees. The project is shown to be a viable example of how to address socio cultural differences in the creation of a profitable venture.

How national culture influences individuals’ subjective experience with paradoxical tensions

2018 ◽  
Vol 25 (3) ◽  
pp. 443-467 ◽  
Author(s):  
Joshua Keller ◽  
Erica Wen Chen ◽  
Angela K.-Y. Leung
Keyword(s):  
Cultural Differences ◽  
National Culture ◽  
Indirect Effects ◽  
Subjective Experience ◽  
Cross Cultural ◽  
Cultural Environment ◽  
Content Type ◽  
Cross Cultural Differences ◽  
Cultural Effects ◽  
Task Oriented

Purpose The purpose of this paper is to examine how national culture influences individuals’ subjective experience of tension when confronting paradoxical demands that arise during their day-to-day organizational experience. The paper further explores two types of paradoxical demands (task oriented and relational oriented) and two mediating mechanisms (tolerance for contradictions and harmony enhancement concerns) that exhibit contrary cultural effects. Design/methodology/approach Drawing from a sample of white-collar workers in China and the USA, the authors first inductively generated scenarios with task-oriented and relational-oriented paradoxical demands and then conducted three studies where participants rated the perceived tension from the scenarios. In Study 1, they examined cross-cultural differences in perceived tension and the mediating role of tolerance for contradictions. In Study 2, they primed Americans with proverbs that promoted tolerance for contradictions. In Study 3, they examined the indirect effects of harmony enhancement concerns in China in relational-oriented paradoxical demands. Findings The results found that for task-oriented paradoxical demands, Chinese participants were less likely than American participants to experience tension and the effects were mediated by a higher tolerance for contradictions. Americans exposed to proverbs that promoted tolerance for contradictions also experienced less tension. For relational-oriented paradoxical demands, on the other hand, the authors found no cross-cultural differences, as the indirect effects of a tolerance for contradictions were mitigated by negative indirect effects of greater harmony enhancement concerns. Originality/value This paper demonstrates that culture can influence the tension that individuals subjectively experience when they confront paradoxical conditions, suggesting that individuals learn implicitly how to cope with tensions associated with paradoxes from their broader cultural environment. However, the authors also found different cultural effects within different paradoxical conditions, suggesting that the knowledge that individuals acquire from their broader cultural environment is multifaceted.

Using anchoring vignettes to study quality management across cultures

2017 ◽  
Vol 9 (3/4) ◽  
pp. 302-316
Author(s):  
Promporn Wangwacharakul ◽  
Bozena Bonnie Poksinska
Keyword(s):  
Quality Management ◽  
Cultural Differences ◽  
Cross Cultural ◽  
Cultural Bias ◽  
Study Quality ◽  
Pilot Studies ◽  
Content Type ◽  
Anchoring Vignettes ◽  
Cross Cultural Differences ◽  
Survey Results

Purpose The aim of this paper is to suggest and demonstrate how anchoring vignettes, as a survey instrument, can be applied to study quality management (QM) across cultures. Cultural differences may create challenges in QM. Quantitative surveys are commonly used to study QM practices but do not consider the cultural bias in the survey results. An important question is how to study QM so that the results are comparable across cultures. Herein, the use of anchoring vignettes is suggested to reduce the problem of cross-cultural incomparability. Design/methodology/approach This paper focuses on developing and testing vignettes for studying QM. Based on previous survey studies, two vignettes for each QM dimension are developed. The vignettes are then tested with two pilot tests on the web-based survey platform. Findings The paper provides a concrete example of how a survey using anchoring vignettes could be designed and used to deal with cultural bias in QM survey Based on hypothetical examples from Swedish and Indian cultures, the results from pilot studies evaluating vignettes are promising and show the applicability of the proposed method. Anchoring vignettes may help to provide more accurate survey results and thereby contribute to understanding of cross-cultural differences in QM practices. One of the challenges is the design of vignettes, which requires high precision and several tests to make the method work. Originality/value The paper discusses the potential of using anchoring vignettes to study QM practices across cultures. This may contribute to better understanding of QM practices in an international context, and thereby help improve QM practices in multinational organisations.

Organizational cross-cultural differences in the context of innovation-oriented partnerships

2016 ◽  
Vol 23 (1) ◽  
pp. 128-157 ◽  
Author(s):  
Pervez Ghauri ◽  
Veronica Rosendo-Rios
Keyword(s):  
Organizational Culture ◽  
Cultural Differences ◽  
Structural Equation ◽  
Cultural Analysis ◽  
Cross Cultural ◽  
Content Type ◽  
Cross Cultural Differences ◽  
Orientation Difference ◽  
Relationship Performance ◽  
University Industry

Purpose – The purpose of this paper is to empirically examine organizational cross-culture differences in public-private research-oriented relationships. More precisely, it focusses on the analysis university-industry collaborations partnering for research agreements with the aim of fostering the transfer of knowledge and innovation. It analyzes the key organizational cross-cultural differences that could hinder the successful performance of these agreements from a relationship marketing (RM) perspective. Design/methodology/approach – Based on a comprehensive literature review of organizational culture and RM, a quantitative study was carried out and a structural equation model was proposed and tested. Findings – Cross-cultural organizational differences in private-public sectors are proved to negatively influence relationship performance. Market orientation difference appears as the most significant barrier to relationship performance, followed by time orientation difference and to a lesser extent flexibility difference. Originality/value – By integrating organizational culture and RM literatures, the main contribution of this paper is the cross-cultural analysis of private-public relationships (in this case university-industry relationships) from the perspective of RM. Hence, this research will inform management seeking to develop successful public-private collaborations by enhancing their understanding of cross-cultural factors underlying relationship success and failure.

Promoting frontline employee customer orientation in China: a replication and a comparison

2018 ◽  
Vol 36 (5) ◽  
pp. 849-867 ◽  
Author(s):  
Claudio Pousa ◽  
Timothy Hardie ◽  
Xiaodi Zhang
Keyword(s):  
Cultural Differences ◽  
Customer Orientation ◽  
Cross Cultural ◽  
Frontline Employees ◽  
Managerial Coaching ◽  
Content Type ◽  
Frontline Employee ◽  
Cross Cultural Differences ◽  
And Performance ◽  
Relational Behaviors

Purpose The purpose of this paper is to test the influence of managerial coaching on frontline employee customer orientation, sales orientation and performance in a Chinese context. Further to this first goal, the authors also aim to compare these results with those obtained with a sample of Canadian bank employees in order to understand to what extent differences between Eastern and Western cultures affect business practices and employee responses in both environments. Design/methodology/approach This paper replicates a study from 2014 that used a sample of Canadian financial advisors to test the impact of managerial coaching on customer orientation, sales orientation and performance. In this new study, 185 frontline employees from a large insurance company in Chongqing (China) answered a paper-and-pencil questionnaire in Mandarin providing information about the coaching received from their managers, their own customer and sales orientation, as well as performance. Data were analyzed using structural equation modeling in AMOS as well as multigroup confirmatory factor analysis to evaluate cross-cultural differences. Findings The authors found that for the Chinese respondents managerial coaching is positively related to employee performance both directly and through the mediation effect of customer orientation. The authors found no support for the mediation of sales orientation between coaching and performance. These results suggest that managerial coaching might be a good strategy to promote relational behaviors in frontline employees, but not to reduce manipulative behaviors. The authors also found that these results are statistically equivalent for Chinese and Canadian respondents, suggesting that cultural differences are less prevalent than expected in this business sector. Research limitations/implications The study makes several contributions to research. First, it suggests that managerial coaching can help employees develop their customer orientation–a central construct for commercial organizations working under a relational marketing approach. Second, it presents one of the first studies that evaluate the efficiency of managerial coaching in an Eastern country. And finally, results underline the equivalence of results for Eastern (China) and Western (Canada) respondents suggesting that in a global environment (like the financial industry) the business logic guiding the development of good customer relationships and employee customer-oriented behaviors prevails over potential cultural differences and makes leader and employee behaviors more similar and comparable across different regions in the world. Practical implications First, the use of managerial coaching seems to increase frontline employee relational behaviors, like customer orientation. Accordingly, managerial coaching seems to be a link that can help financial institutions bridge the formulation of a marketing relational strategy in the boardroom and the implementation of such a strategy at the customer interface between frontline employees and customers. Second, given the equivalence of results between the Canadian and the Chinese sample, it seems that the similarities between business models and business logics within the financial services sector are more important—and supersede—the potential cross-cultural differences between Eastern and Western countries. Originality/value The study makes a contribution to the limited literature on the use of managerial coaching in financial institutions to increase frontline employee relational behaviors. At the same time, it presents one of the few cross-cultural studies comparing results obtained from Chinese and Canadian respondents.

Rate my firm: cultural differences in service evaluations

2019 ◽  
Vol 33 (7) ◽  
pp. 815-836 ◽  
Author(s):  
Rodoula H. Tsiotsou
Keyword(s):  
Cultural Differences ◽  
Western Europe ◽  
National Level ◽  
Cross Cultural ◽  
Southern Europe ◽  
Cultural Perspective ◽  
Content Type ◽  
Cross Cultural Differences ◽  
Cultural Proximity ◽  
Cultural Research

Purpose Cross-cultural research constitutes a pivotal topic for marketing; however, the literature indicates that there are a few studies analyzing social media reviews from a cross-cultural perspective using cultural proximity (supra-national level) as a proxy of culture. Therefore, the purpose of this study is to identify cross-cultural differences in service evaluations and specifically, in hotel appraisals among tourists from Central, Eastern (including Post-Soviet States), Northern and Southern Europe. Design/methodology/approach A quantitative approach has been taken by studying online user-generated ratings of hotels on Trip Advisor. In total, 1,055 reviews of five hotels in Greece were used for the study. Findings Multivariate analysis of variance and analysis of variances results confirm cultural differences in overall service evaluations and attributes (value, location, sleeping quality, rooms, cleanliness and service) of tourists from various European regions. Specifically, Eastern Europeans uploaded more reviews than any other European group, whereas Northern Europeans were more generous in their appraisals than Eastern, Southern and Central Europeans. Practical implications The results of the study could be used for segmentation purposes of the European tourism market and for recognizing, which aspects of their services need to be improved based on the segments they serve. Moreover, managers should encourage Northern and Eastern Europeans to upload their reviews as both groups are more generous in their evaluations. Moreover, the findings are useful to marketers of other services. Originality/value To the author’s knowledge, this is the first study that examines cross-cultural differences in hotel appraisals from a supra-national perspective including developed (Northern and Western Europe), developing (Southern Europe) and emerging tourism markets (Eastern Europe).

scholarly journals A data-driven test for cross-cultural differences in face preferences

2018 ◽  
Author(s):  
Lingshan Zhang ◽  
Iris Jasmin Holzleitner ◽  
Anthony J Lee ◽  
Vanessa Fasolt ◽  
Hongyi Wang ◽  
...  
Keyword(s):  
Cultural Differences ◽  
Principal Components ◽  
Facial Attractiveness ◽  
Cross Cultural ◽  
Data Driven ◽  
Cross Cultural Differences ◽  
Data Driven Approach ◽  
The Uk ◽  
Data Driven Test

Previous research has shown strong cross-cultural agreement in facial attractiveness judgments. However, these studies all used a theory-driven approach in which responses to specific facial characteristics are compared between cultures. This approach is constrained by the predictions that can be derived from existing theories and can therefore bias impressions of the extent of cross-cultural agreement in face preferences. We directly addressed this problem by using a data-driven, rather than theory-driven, approach to compare facial attractiveness judgments made by Chinese-born participants who were resident in China, Chinese-born participants currently resident in the UK, and UK-born and -resident White participants. Analyses of the principal components along which faces naturally varied suggested that Chinese and White UK participants used face information in different ways, at least when judging women’s facial attractiveness. In other words, the data-driven approach used in the current study revealed some cross-cultural differences in face preferences that were not apparent in studies using theory-driven approaches.

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