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.

scholarly journals Cross-Cultural Variations in Extreme Rejecting and Extreme Affirming Response Styles

2019 ◽  
Vol 50 (8) ◽  
pp. 955-971 ◽  
Author(s):  
Tieyuan Guo ◽  
Roy Spina
Keyword(s):  
Cultural Differences ◽  
Cross Cultural ◽  
Response Style ◽  
Response Styles ◽  
Cultural Variation ◽  
Cultural Variations ◽  
Individual Level ◽  
Country Level ◽  
The Difference ◽  
The Individual

Previous research has discussed cultural differences in moderacy vs extremity response styles. The present research found that cultural differences in response styles were more complex than previously speculated. We investigated cross-cultural variations in extreme rejecting versus affirming response biases. Although research has indicated that overall Chinese have less extreme responses than Westerners, the difference may be mainly driven by extreme rejecting responses because respondents consider answering survey questions as a way of interacting with researchers, and extreme rejecting responses may disrupt harmony in relationships, which is valued more in Chinese collectivistic culture than in Western individualistic cultures. Studies 1 and 2 revealed that Chinese had less extreme rejecting response style than did British, whereas they did not differ in extreme affirming response style. Study 2 further revealed that the cross-cultural asymmetry in extreme rejecting versus affirming response styles was partially accounted for by individualism orientation at the individual level. Consistently, Study 3 revealed that at the country level, individualism was positively associated with extreme rejecting response style, but was not associated with extreme affirming response style, suggesting that individualism accounted for the asymmetric cultural variation in extreme rejecting versus affirming response styles.

scholarly journals Brand engagement in self-concept: a comparative study in Austria, Italy and Poland

2020 ◽  
Vol 37 (7) ◽  
pp. 785-794
Author(s):  
Wiktor Razmus ◽  
Valentina Mazzoli ◽  
Diletta Acuti ◽  
Sonja Grabner-Kräuter
Keyword(s):  
Structural Equation ◽  
Cross Cultural ◽  
European Countries ◽  
Self Concept ◽  
Equation Modeling ◽  
Observation Study ◽  
Content Type ◽  
Brand Engagement ◽  
Country Level ◽  
Cross Country

Purpose The study aims to shed light on cross-country comparisons of brand engagement in self-concept (BESC) among consumers from European countries and to link presumed differences with country-level economic growth and materialism. This study contributes to the literature on the customer–brand relationship and provides implications for international branding strategies. Design/methodology/approach This observation study explored levels of BESC in three European countries. Questionnaire data were collected from consumers of Austria (N = 302), Italy (N = 431) and Poland (N = 410) with the purpose to make cross-country comparisons of BESC among consumers. Findings The results provide evidence for partial scalar invariance of the BESC scale. Cross-country comparisons of latent means reveal that Polish consumers score higher on BESC than consumers from Austria and Italy. Moreover, Austrian consumers score higher on BESC than Italian consumers. Research limitations/implications Culture as a contextual factor of BESC should be studied further. The findings should be replicated with non-convenience samples in additional cultural contexts to improve the generalizability of data. Structural equation modeling could be used to investigate psychological drivers of BESC differences. Practical implications The findings coming from the cross-country comparisons of BESC are of practical relevance to marketing managers: they should tailor their branding and communication strategies accordingly. Originality/value So far, the understanding of cross-cultural and cross-country differences in consumer–brand relationships has remained limited. This study adopts a rigorous approach to cross-cultural research enriching the literature on BESC from a cross-country perspective.

Does job position moderate the relationship between gender and ethics?: a cross-cultural analysis

2014 ◽  
Vol 21 (4) ◽  
pp. 437-452 ◽  
Author(s):  
Chung-wen Chen
Keyword(s):  
Cultural Values ◽  
Ethical Issues ◽  
Data Set ◽  
Content Type ◽  
Individual Level ◽  
Performance Orientation ◽  
And Gender ◽  
The Individual ◽  
The Relationship ◽  
Job Position

Purpose – The purpose of this paper is to examine the relationship between gender and ethics, the interaction of job position and gender on ethics, and the three-way interacting effects of cultural values, job position, and gender on ethics. Design/methodology/approach – The individual-level data were from the 2005-2008 wave of World Values Survey data set and the cultural values were from the GLOBE study. The research contained 26,639 subjects from 30 nations and used HLM to conduct data analysis. Findings – Results showed that men are more likely than women to justify ethically suspect behaviors. In addition, under high in-group collectivism, the ethical difference between genders tends to decrease at high job positions and under high performance orientation, the ethical difference between genders tends to increase at high job positions. Research limitations/implications – This research depends on secondary data; it is therefore impossible for the author to control the data collection process, which could be an issue for discussion. In addition, because of limited available studies to refer to, the formation of the individual-level moderator, job position, might cause some attention. Practical implications – Corporate education and training in regards to ethical issues becomes even more vital, especially for men, since the statistical results showed that men are more likely than women to be deviant. Meanwhile, organizations can help themselves by recruiting a greater number of females, as this study shows that females are seen to make more ethically sound decisions than males. Furthermore, under the contexts of high in-group collectivism and low performance orientation, both genders in higher job positions tend to be more unethical than people in lower positions. Since people in higher positions have the right and the power to set the ethical tone for the organization (Clinard, 1983; Posner and Schmidt, 1992), it becomes particularly essential for firms to pay close attention to ethical issues in higher job positions. Originality/value – The study proved that the relationship between gender and ethics is more complicated than expected; job position, and cultural values can jointly influence the individual-level relationship. In addition, since human behavior is complicated, employing multilevel method to investigate humane behaviors in the field of management becomes necessary in the future.

scholarly journals Beyond the formal/informal employment dualism: evaluating individual- and country-level variations in the commonality of quasi-formal employment

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Colin Williams ◽  
Besnik Krasniqi
Keyword(s):  
Social Protection ◽  
Informal Institutions ◽  
Vulnerable Groups ◽  
The European Union ◽  
Content Type ◽  
Individual Level ◽  
Country Level ◽  
The United Kingdom ◽  
Formal Employment ◽  
The Individual

PurposeTo transcend the view of employment as either formal or informal, this paper evaluates the prevalence of quasi-formal employment where formal employers pay formal employees an unreported (“envelope”) wage in addition to their formal reported salary. To explain the individual-level variations in quasi-formal employment, the “marginalisation” thesis is evaluated that this practice is more prevalent among vulnerable groups and to explain the country-level variations, and a neo-institutionalist theory is evaluated that it is more prevalent where formal institutional failures lead to an asymmetry between the formal laws and regulations and the unwritten socially shared rules of informal institutions.Design/methodology/approachTo evaluate the individual- and country-level variations in the prevalence of quasi-formal employment, a multi-level logistic regression is provided of data from special 2019 Eurobarometer survey 92.1 involving 11,793 interviews with employees across 28 European countries (the 27 member states of the European Union and the United Kingdom).FindingsOf the 3.5% of employees (1 in 28) who receive under-reported salaries, the marginalisation thesis is supported that it is largely vulnerable population groups. So too is the neo-institutionalist explanation that quasi-formal employment is more common in countries where the non-alignment of formal and informal institutions is greater, with the formal institutional failings producing this identified as lower levels of economic development, less modernised state bureaucracies and lower levels of taxation and social protection.Practical implicationsThe policy implication is that tackling quasi-formal employment requires not only enforcement authorities to improve the risk of detection of this illegal wage practice but also governments to change wider macro-level structural conditions. These are outlined.Originality/valueContemporary new evidence is provided of the prevalence of quasi-formal employment along with how this illegal wage practice can be explained and tackled.

Origins of values differences: A multi-level test of economic, climatic and parasite stress explanations in the value domain

2020 ◽  
Author(s):  
Ronald Fischer
Keyword(s):  
Cultural Differences ◽  
National Level ◽  
Cross Cultural ◽  
Individual Level ◽  
Cross Cultural Differences ◽  
National Wealth ◽  
Multi Level ◽  
Nationally Representative ◽  
Self Transcendence ◽  
The Individual

What variables explain cross-cultural differences in values? In this study, plausible origins of cultural differences in self-rated values are investigated in two independent samples with multi-level modeling to test the robustness and replicability of effects. Differences in wealth and the interaction between wealth by climate showed strongest correlations with value ratings in nationally representative data (Ns = 71,916 & 74,042). The effects of wealth on openness values were convergent across levels (higher wealth is associated with more openness values), but operated in opposing directions for self-transcendence values (national wealth is associated with self-transcendent values, individual wealth is associated with self-enhancing values). Extending climate-economic theory of culture to the individual level, higher education as a cognitive resource of individuals buffered climatic demands in relation to openness to change values. Therefore, education may act as an important individual level that can explain and unpackage previously reported nation-level results. Parasite stress at the national level did not significantly predict values, after controlling for other variables.

scholarly journals Religion and Political Protest: A Cross-Country Analysis

2018 ◽  
Vol 52 (2) ◽  
pp. 246-276 ◽  
Author(s):  
Gizem Arikan ◽  
Pazit Ben-Nun Bloom
Keyword(s):  
Government Regulation ◽  
Detrimental Effect ◽  
Political Protest ◽  
Religious Groups ◽  
Individual Level ◽  
Country Level ◽  
Combining Data ◽  
Country Analysis ◽  
Cross Country ◽  
The Individual

Religion’s effect on individual tendency to engage in political protest is influenced both by the resources available to citizens at the individual level and opportunities provided to religious groups and organizations at the country level. Combining data from last two waves of the World Values Surveys with aggregate data on religious regulation, we show that private religious beliefs reduce an individual’s protest potential while involvement in religious social networks fosters it. At the country level, we find that government regulation of religion decreases individual tendency to protest, and has an especially detrimental effect on the likelihood of religious minorities joining peaceful protest activities. These findings are in line with opportunity structure theories that stress the importance of system openness for fostering political protest.

scholarly journals A pragmatic approach to the analysis of marketing adaptation to Russian national culture

2020 ◽  
Vol 2 (2) ◽  
pp. 31-46
Author(s):  
A. N. Tikhomirova
Keyword(s):  
Marketing Strategy ◽  
Cultural Values ◽  
National Culture ◽  
Cross Cultural ◽  
Cultural Dimensions ◽  
Pragmatic Approach ◽  
Individual Level ◽  
Strategy Adaptation ◽  
Fast Moving Consumer Goods ◽  
The Individual

There are a great number of transnational corporations operating all over the world. All of them are facing the issue of national culture, and cross-cultural difference is of vital importance. Choosing appropriate marketing strategy assures success or failure on the international market. The concept of culture is very dynamic and requires constant observation. The tasks marketing managers started to deal with became more complex, requiring cultural sensitivity and ability to overcome cross-cultural differences.The research, presented in this paper, attempts to analyze whether national culture affects marketing strategy of international companies. The framework of cultural dimensions developed by Hofstede was taken as a basis for the analysis of Russian national culture. The author resorts to the quantitative approach based on the conducted survey and analyzes data collected in the Russian Federation. At first cultural values were used to identify Russia. Cultural values were measured at the individual level and compared to the previous findings on Russian culture. Analysis of differences in cultural values on the individual level among Russian population has shown that there is some kind of difference between previous findings related to Russia and findings obtained during the research. The level of adaptation was evaluated from the consumers’ point of view. Questionnaire was designed based on the analyzed literature, and obtained data was statistically analyzed with SPSS. Linear regression and correlation analysis were used to prove the hypotheses of the research work. Though Russian national culture was depicted as unique with a great number of peculiarities, in the industries, analyzed in this paper, the connection between marketing strategy adaptation and uncertainty avoidance, and marketing strategy adaptation and dimension of collectivism for fast moving consumer goods was proved statistically.The second stage of the research included the analysis of the empirical evidence of the cultural adaptation of the advertisement of fast moving consumer goods for the Russian consumer. A number of samples were analyzed, and two cases are presented in the paper. The pragmatic approach was used for the analysis of the empirical data.The results of the study add to the theoretical knowledge about the relationship between cultural dimensions in Russia and marketing strategies employed by transnational companies. They also contribute to the knowledge about Russian consumers’ behavior patterns. The framework can be potentially applied to other spheres of professional business in Russia.

The entrepreneurial advantages of experiencing foreignness: leveraging shocks for capability clusters

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Robert J. Pidduck
Keyword(s):  
Cross Cultural ◽  
Common Mechanism ◽  
Cultural Experience ◽  
Diverse Range ◽  
Content Type ◽  
Individual Level ◽  
The Core ◽  
Cultural Experiences ◽  
Intercultural Interactions ◽  
The Individual

Purpose Drawing on the “shocks to the system” concept in image theory, a mid-range theoretical model is developed to illuminate understanding on why cross-cultural experience is so conducive to stimulating entrepreneurship yet has remained largely unexplained at the individual level.Design/methodology/approach The novel idea is put forth that experience of foreignness, in itself, can be harnessed as a powerful cognitive resource for entrepreneurship – particularly the nascent stages of new venture development. Providing cross-cultural exposures arouse “self-image shocks”, they manifest over time as skill clusters that reflect the sensing, seizing and transforming capabilities at the heart of entrepreneurship. This paper's pivot helps delineate a common mechanism to explain how a diverse range of seemingly disparate cross-cultural experiences can be processed in a way that enhances entrepreneurial pursuits.Findings The insights of this paper reinforce the need for educators and policymakers to encourage and provide opportunities for aspiring entrepreneurs to engage in cross-cultural and overseas exposures as they are influential for stimulating each of the core sets of entrepreneurial capabilities. The model and synthesis table also help to practically unpack how to design and plan such cultural experiences to optimize the enduring entrepreneurial advantages.Originality/value The author turns a long-standing assumption surrounding cultural differences in entrepreneurship on its head. The shocks and tensions arising from intercultural interactions are not always inevitable liabilities to be “managed away” or attenuated. Rather, cross-cultural experience can be explicitly leveraged as an asset for nascent venturing as the juxtapositions they evoke provide both proximal and distal enhancements to ways in which entrepreneurs think and develop skills at the core of venturing.

The influence of country of origin and espoused national culture on whistleblowing behavior

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Richard G. Brody ◽  
Gaurav Gupta ◽  
Michael Turner
Keyword(s):  
Cultural Values ◽  
National Culture ◽  
Country Of Origin ◽  
Accounting Students ◽  
Content Type ◽  
Individual Level ◽  
Pooled Data ◽  
Immediate Supervisor ◽  
The Individual ◽  
A Company

Purpose The purpose of this paper is to examine factors motivating an individual to report a whistleblowing scenario to various stakeholders within a company. This paper examines how four factors (country of origin and the espoused national cultures of masculinity, collectivism and uncertainty avoidance) influence the level of responsibility toward three stakeholders at different levels of hierarchy in an organization. Design/methodology/approach Using a case-based approach, this study collects data from 432 accounting students from two different countries. Using regression analysis on the pooled data, this paper provides evidence on how accounting students would behave when facing a whistleblowing situation involving their immediate supervisor. Findings This study finds that country of origin and espoused national cultural values influence the individual’s decision regarding whom to blow the whistle. Originality/value The study has improved upon the methodological deficiencies of previous studies that rely on Hofstede’s (1980) cultural values in that the paper focuses on the espoused national culture at the individual level.

The effects of education and allocentrism on organizational commitment in Chinese companies

2015 ◽  
Vol 36 (5) ◽  
pp. 754-771 ◽  
Author(s):  
Shuhong Wang ◽  
Steven D Caldwell ◽  
Xiang Yi
Keyword(s):  
Decision Making ◽  
Organizational Commitment ◽  
Cultural Values ◽  
Leadership Style ◽  
Affective Commitment ◽  
Data Set ◽  
Content Type ◽  
Individual Level ◽  
Chinese Companies ◽  
The Individual

Purpose – As Chinese companies move to the world stage of business, they must leverage a more knowledgeable and collaborative workforce to meet new challenges. The purpose of this paper is to investigate how two prominent individual attributes, education, and allocentrism, create work tension for human capital practices in Chinese companies. Design/methodology/approach – Surveying nearly 500 workers in four Chinese companies and using multi-level methodology. Findings – The authors found that higher levels of education work to the detriment of employees’ affective organizational commitment (AOC) and positively influence seeking-to-leave behavior. In addition, this study suggests a positive relation between allocentrism and AOC. Personalized leadership, a common leadership style in high-power distance cultures such as China, further exacerbates the problems with higher levels of education and diminishes the commitment benefits of allocentrism. Conversely, regardless of leadership style, if supervisors involve workers in decision-making activities, those workers who are more educated will become more committed to the organization and less likely to leave. Research limitations/implications – The data were collected using self-reported questionnaires, which may cause common method variance. The reliability for personalized leadership was slightly below 0.70. This may be due to the multiple dimensions that are reflected in leadership styles. Another limitation of this study is its focus on allocentrism without considering other personal expression of cultural values. This approach could be too narrow (Gelfand et al., 2007). Practical implications – This study suggests that members who endorse allocentrism might be more likely to have high-affective commitment. If managers can select individuals high on the allocentrism scale, there is a higher likelihood these individuals will attach emotionally to the organization. Managers should not simply conclude that idiocentrics are “worse” employees than allocentrics. Instead, managers may utilize effective management tactics to cultivate more socialized leadership visions among their supervisors. Finally, the authors find that independent of whether leadership is more or less personalized, managers can retain valued educated workers by including them in decision-making activities. Social implications – The authors have found that education may serve as a double edged sword for employers. As hypothesized, the findings suggested that employees’ level of education negatively relates to their affective commitment for their organizations. This study also contributes to the knowledge on the role of culture at the individual level (i.e. allocentrism) and how it affects employees’ attitudes and behavior. The authors found that workers who more highly value the group that they function within (allocentrics) tend to be more affectively committed to their organization. Originality/value – It is one of the first studies to examine educational level and cultural orientation as antecedents to affective commitment, especially in Chinese businesses where workers’ education level is a growing phenomenon and allocentrism is a traditional characteristic of Chinese workers. Also, understanding the dynamics of group-individual linkages is generally most helpful to understanding organizational phenomenon (House et al., 1995). This meso framework is a hallmark feature of the study, given the hierarchical nature of the research inquiry and data set.

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