Organizational Response to Goods Failure Complaints: The Role of Culture on Perceptions of Interactional Justice and Customer Satisfaction

2019 ◽  
pp. 097215091986178
Author(s):  
Etayankara Muralidharan ◽  
Wenxia Guo ◽  
Hesham Fazel ◽  
William Wei
Keyword(s):  
Cultural Values ◽  
Service Failure ◽  
Interactional Justice ◽  
Value Orientations ◽  
Cultural Value ◽  
Organizational Response ◽  
Service Failures ◽  
Perceptions Of Fairness ◽  
Customer Evaluations ◽  
Firm Responses

It is well recognized that in a service failure context, cultural value orientations interact with firm responses to service failures to influence perceptions of fairness (justice) and satisfaction. We examine whether this effect is applicable in the case of goods failure complaint context. Using an experimental design with data from Hong Kong and Canada, we investigate how customer evaluations of firm responses are influenced by interplay of consumers’ value orientation and nature of firm responses to the goods failure complaint [whether complaint resolution is initiated by the firm (vs. initiated by the customer), customer is informed about the progress of complaint resolution (vs. not informed about the progress)]. Our findings reveal that the cultural values of collectivism and uncertainty avoidance do interact with the nature of firm’s response to influence perception of interactional justice. Finally, interactional justice positively impacts overall complaint resolution satisfaction.

scholarly journals Cross-cultural perspective on sustainable consumption: implications for consumer motivations and promotion

2021 ◽  
Author(s):  
Saleem Ur Rahman ◽  
Agnieszka Chwialkowska ◽  
Nazim Hussain ◽  
Waheed Akbar Bhatti ◽  
Harri Luomala
Keyword(s):  
Cultural Values ◽  
Sustainable Consumption ◽  
Cross Cultural ◽  
Value Orientations ◽  
Cultural Value ◽  
Cultural Perspective ◽  
Advertising Appeals ◽  
The Past ◽  
Promotion Strategies ◽  
Different Cultures

AbstractFirms in the past have based their marketing and promotion strategies on the assumption of infinite resources and zero environmental impact. With the growing importance of environmental costs associated with finite resources, firms need to revisit their marketing and promotion strategies. This study defines and conceptualizes horizontal/vertical individualism–collectivism (H/V I-C) cultural value orientations as antecedents of sustainable consumption. Drawing on H/V I-C value orientations, this study attempts to build a sustainable consumption model to better understand how horizontal/vertical individualism–collectivism cultural values are reflected in consumers’ sustainable consumption motives and how they can be translated into persuasive advertising appeals tailored to specific cultural segments. This study contributes to provide new theoretical and managerial insights into understanding culturally relevant sustainable consumption motives and to establish appropriate strategies of sustainable consumption promotion in cross-cultural contexts. Most importantly, this study provides implications to companies for balancing more carefully their growth goals with the need to pursue sustainability across different cultures.

scholarly journals The relationships among service failure, service recovery, customer satisfaction and trust at international hospitals: A Case in Vietnam

2021 ◽  
Vol 9 (4) ◽  
pp. 887-896 ◽  
Author(s):  
Quoc Nghi Nguyen ◽  
Van Tung Huynh ◽  
Van Nam Mai
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Service Failure ◽  
Service Recovery ◽  
Interactional Justice ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Hospital System ◽  
Service Failures ◽  
And Behavior

The objective of this study is to demonstrate the relationships among the severity of service failure, service recovery, customer satisfaction and loyalty towards the Vietnamese international hospital system. The research data were collected from 303 customers who have used services and experienced service failures at international hospitals. Applying Structural Equation Modeling, the study pointed out that service failure includes three dimensions, which are system failure, request failure, and behavior failure. Meanwhile, service recovery is made up of three dimensions which are distributive justice, procedural justice, and interactional justice. The severity of service failure positively affects service recovery and service recovery puts a powerful impact on customer satisfaction, thereby increasing their trust in international hospitals in Vietnam.

Ethnic-Based Cultural Differences: Study of Lithuania's Russian Minority

2021 ◽  
Vol 5 (2) ◽  
pp. 9-22
Author(s):  
Grazina Ciuladiene ◽  
Karolina Walancik ◽  
Viktorija Sevcuvianec
Keyword(s):  
Cultural Values ◽  
Cultural Differences ◽  
Research Question ◽  
Personal Communication ◽  
Cultural Orientation ◽  
Value Orientations ◽  
Cultural Value ◽  
Moderator Variable ◽  
Four Dimensions ◽  
Cultural Orientations

Cultural orientation is conceptualized as a moderator variable of behavior. People of different ethnic groups possess cultural orientations different from those of the majority. Assuming cultural homogene-ity across all people of a given nation-state may lead to neglecting the potentially multi-layered nature of national cultural values. Cultural differences offer guidelines to equip oneself better in personal communication (Yi 2021). This study examines the cultural value orientations of Lithuania’s Russian diaspora, who in 2015 made up of 4.8% national average. The research question was concerned with characteristics of value orientations concerning four dimensions of Hofstede’s cultural value orientation. A total of 193 respon-dents of the target group completed the adopted Yoo, Donthu, and Lenartowicz’s (2011) questionnaire CVSCALE. The study explored ethnic-based intra-country cultural differences and similarities providing a greater understanding of the societal differences in value orientations.

When and Why a Squeakier Wheel Gets More Grease: The Influence of Cultural Values and Anger Intensity on Customer Compensation

2019 ◽  
Vol 22 (3) ◽  
pp. 223-240 ◽  
Author(s):  
Ella Glikson ◽  
Laura Rees ◽  
Jochen Wirtz ◽  
Shirli Kopelman ◽  
Anat Rafaeli
Keyword(s):  
Cultural Values ◽  
Service Failure ◽  
Anger Expression ◽  
Management Training ◽  
Cultural Value ◽  
Perceived Threat ◽  
Emotional Intensity ◽  
Lower Intensity ◽  
Service Employees ◽  
The Relationship

When customers express anger, do they gain greater returns, as suggested by the proverb “the squeaky wheel gets the grease”? If so, does the intensity of the squeak matter? In four studies, we explore employee compensation responses to customers who express relatively high- versus low-intensity anger in service-failure settings. The studies demonstrate that the cultural value of power distance (PD) moderates the relationship between emotional intensity and customer compensation: High-PD service employees offer less compensation to customers expressing higher intensity anger, and low-PD service employees offer more to customers expressing higher intensity anger. For high-PD service employees, this relationship between emotional intensity and compensation is mediated by the perceived appropriateness of the anger expression; for low-PD employees, it is mediated by perceived threat. However, when perceptions of threat are mitigated, low-PD service employees offer higher compensation to lower intensity anger, and this effect is mediated by perceptions of appropriateness. This research is the first to examine the effect of anger intensity in service-failure settings. For managers, the findings illuminate the importance of adopting a cultural lens when designing emotion management training programs and when setting practices for compensating angry customers.

scholarly journals The Relationship Between Cultural Value Orientations and the Changes in Mobility During the Covid-19 Pandemic: A National-Level Analysis

2021 ◽  
Vol 12 ◽  
Author(s):  
Selin Atalay ◽  
Gaye Solmazer
Keyword(s):  
Cultural Values ◽  
National Level ◽  
Value Orientations ◽  
Cultural Value ◽  
Residential Areas ◽  
Aggregated Data ◽  
Percentage Decrease ◽  
Cultural Orientations ◽  
Mobility Behavior ◽  
The Relationship

This study investigated the relationship between cultural value orientations and country-specific changes in mobility during the Covid-19 pandemic. The aim was to understand how cultural values relate to mobility behavior during the initial stages of the pandemic. The aggregated data include Schwartz's cultural orientations, Gross Domestic Product (GDP) per capita, number of Covid-19 cases per million, and mobility change during the Covid-19 pandemic (Google Mobility Reports; percentage decrease in retail and recreation mobility, transit station mobility, workplace mobility and percentage mobility increase in residential areas). Regression analyses showed that, after controlling for economy and severity of disease, hierarchy was the primary factor reducing mobility, such as staying at home, and mobility in public spaces, such as avoiding retail and recreation sites (marginally significant). The results are discussed in the light of previous literature and the implications for social distancing measures.

A cross-cultural perspective on consumer perceptions of service failures’ severity: a pilot study

2014 ◽  
Vol 6 (4) ◽  
pp. 238-257 ◽  
Author(s):  
Haithem Zourrig ◽  
Kamel Hedhli ◽  
Jean Charles Chebat
Keyword(s):  
Cultural Values ◽  
Cultural Differences ◽  
Service Failure ◽  
Cross Cultural ◽  
Content Type ◽  
Individual Level ◽  
Service Failures ◽  
Country Level ◽  
Cross Country ◽  
The Individual

Purpose – This paper aims to investigate the cultural variability in assessing the severity of a service failure. Design/methodology/approach – Two separate studies were conducted. The first investigates differences in the perception of service failures across two cultural pools of subjects (allocentrics versus idiocentrics) and within a same country. The second contrasts two levels of comparisons: a cross-cultural values’ level and a cross-country level, to assess differences in the perception service failures’ severity. Findings – Results showed that cultural values differences, when investigated at the individual level (i.e. idiocentrism versus allocentrism) are more significant to understand the influence of culture on the perception of severity, that is, allocentrics perceive more severity in the service failure than idiocentrics. However, a cross-country comparison (i.e. USA versus Puerto Rico) does not show significant differences. Research limitations/implications – Customers may assess, with different sensitivities, the severity of a service failure. These differences are mainly explained by differences in cultural values’ orientations but not differences across countries. Even originating from a same country, customers could perceive with different degrees the seriousness of a same service failure as they may cling to different cultural values. Hence, it is increasingly important to examine the cultural differences at the individual-level rather than a country level. Practical implications – Firms serving international markets as well as multiethnic ones would have advantage to understand cultural differences in the perception of the severity at the individual level rather than at the societal or country level. This is more helpful to direct appropriate service recovery strategies to customers who may have higher sensitivity to the service failure. Originality/value – Little is known about the effect of culture on the severity evaluation, although investigating cross-cultural differences in the assessment of severity is relevant to understand whether offenses are perceived more seriously in one culture than another and then if these offenses will potentially arise confrontational behaviors or not.

CASE STUDY: Regional Cultural Differences Within and Across Four Western European Countries

2018 ◽  
Vol 6 (1) ◽  
pp. 23-47
Author(s):  
Nadine Waehning ◽  
Ibrahim Sirkeci ◽  
Stephan Dahl ◽  
Sinan Zeyneloglu
Keyword(s):  
Cultural Values ◽  
Cultural Differences ◽  
European Countries ◽  
Cultural Value ◽  
Business Strategies ◽  
Business Plans ◽  
Regional Markets ◽  
Gender Education ◽  
Western European

This case study examines and illustrates within country regional cultural differences and cross border cultural similarities across four western European countries. Drawing on the data from the World Values Survey (WVS), we refer to the Schwartz Cultural Values Inventory in the survey. The demographic variables of age, gender, education level, marital status and income vary across the regions and hence, have significant effects on the cultural value dimensions across regions. The findings help a better understanding of the homogeneity and heterogeneity of regions withinand across countries. Both researchers and managers will have to justify their sampling methods and generalisations more carefully when drawing conclusions for a whole country. This case study underlines the limited knowledge about regional within country cultural differences, while also illustrating the simplification of treating each country as culturally homogeneous. Cross-country business strategies connecting transnational regional markets based on cultural value characteristics need to take these similarities and differences into account when designating business plans.

Environmental Conservation Through Study Value of Bali Aga Tenganan Pegringsingan Community Culture

2020 ◽  
Vol 21 (1) ◽  
pp. 27
Author(s):  
Nyoman Wijana ◽  
I Gusti Agung Nyoman Setiawan ◽  
Sanusi Mulyadiharja ◽  
I Gede Astra Wesnawa ◽  
Putu Indah Rahmawati
Keyword(s):  
Cultural Values ◽  
Environmental Conservation ◽  
Time Orientation ◽  
Cultural Value ◽  
Community Culture ◽  
Community Activities ◽  
Orientation Time ◽  
The Impact ◽  
Relational Orientation

This research aimed to know the implementation of environmental conservation in terms of cultural value orientation, including humanistic nature orientation, man-nature orientation, time orientation, activity orientation, and relational orientation. The population of this research was the entire community in traditional village Tenganan Pegringsingan, Karangasem, Bali. This research sample amounted to 25 people, consisting of the conventional village apparatus, community leaders, and the general public. Methods of data collection were the method of observation, interview, questionnaire, and checklist. The collected data were analyzed descriptively. This research indicated that the orientation of cultural values of humanistic nature orientation and man-nature orientation had an excellent quality. The time orientation, activity orientation, and relational orientation parameters had good quality. Culture in the study community generally showed a positive thing, so the impact of culture on the quality of the environment, in general, was excellent. The results of observations in the field revealed that there were all community activities at Tenganan Pegringsingan that could not cause environmental pollution. Therefore, the role of traditional regulation or awig-awig to regulate environmental and social-culture.

International Criminalization of Offences Relating to Cultural Property

2019 ◽  
pp. 18-24
Author(s):  
Danil Sergeev
Keyword(s):  
Cultural Values ◽  
Armed Conflict ◽  
Historical Review ◽  
Hague Convention ◽  
Cultural Property ◽  
Armed Conflicts ◽  
Cultural Value ◽  
Direct Connection ◽  
International Protection ◽  
International Instruments

The article evaluates current conditions of international criminalization of offences relating to cultural property and makes a brief historical review of developing international protection of cultural property and elaborating a corresponding notion. Having analyzed the international instruments, the author concludes that offences relating to cultural property may include deliberate seizure, appropriation, demolition as well as any other forms of destruction or damage to objects and items protected under the 1954 Hague Convention for the Protection of Cultural Property in the Event of Armed Conflict committed during international and non-international armed conflicts. These offences do not include such possible acts toward universal cultural values committed either beyond any armed conflict or without direct connection with it. Taking the examples of destruction of Buddhas of Bamiyan, Nimrud, Palmyra, and mausoleums of Timbuktu, the author states that international criminalization of offences relating to cultural property is insufficient, because it does not encompass such cases when objects or items of cultural value are damaged or destroyed under the control of national administrations or with their knowledge.

scholarly journals Moderating Effect of the Power–Distance Belief on the Relationship between Employees’ Service Failures and Customers’ Behavioral Outcomes in the Sport Service Industry

2021 ◽  
Vol 18 (5) ◽  
pp. 2488
Author(s):  
Hyunseok Song ◽  
Kevin K. Byon
Keyword(s):  
Critical Incident ◽  
Service Failure ◽  
Power Distance ◽  
Moderating Effect ◽  
Main Experiment ◽  
Manipulation Check ◽  
Fitness Center ◽  
Service Failures ◽  
The Relationship ◽  
Power Distance Belief

This study was designed to examine the moderating effects of the power–distance belief (PDB) on the relationship between employees’ service failures and customers’ transactional and non-transactional outcomes in a fitness center context. To test the relationships among these variables, we employed two pretests and a main experiment. In Pretest 1, a critical incident technique (CIT) was used to identify the employees’ service failure situations in fitness centers. Then, in Pretest 2, we developed two written scenarios that described employees’ service failures according to low and high severity and confirmed the differences between these two scenarios with a manipulation check. In the main experiment, we employed scenarios to examine the relationships among service failures’ severity, PDB, and customers’ non-transactional and transactional outcomes. We used Hayes’ PROCESS macro to test the PDB’s single moderating effect on the relationship between the service failures’ severity and the customers’ responses. According to the results, the moderating effect on the relationship between the service failures’ severity and fitness center customers’ non-transactional and transactional behaviors was confirmed. We extended the understanding of fitness center customers’ reactions, depending upon individual PDB to service failures, by comparing low- and high-service failure situations. Our findings also suggest that segmenting fitness center customers may help managers recognize that their customers’ varying responses depend on PDB.

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