scholarly journals Consumer Responses to High Service Attentiveness: A Cross-Cultural Examination

2019 ◽  
Vol 27 (1) ◽  
pp. 56-73 ◽  
Author(s):  
Maggie Wenjing Liu ◽  
Lijun Zhang ◽  
Hean Tat Keh
Keyword(s):  
Consumer Satisfaction ◽  
The United States ◽  
Cross Cultural ◽  
Future Research ◽  
Consumer Responses ◽  
High Service ◽  
Ulterior Motive ◽  
Self Construal ◽  
Interdependent Self ◽  
Managerial Implications

Although the literature generally indicates that service attentiveness can increase consumer satisfaction, providing extra care and attention in service encounters may backfire and lead to negative consumer outcomes. In addition, because of cross-cultural differences, the effects of high service attentiveness may vary across international markets. The authors conduct a qualitative study, a field experiment, and two laboratory experiments in three countries (Canada, the United States, and China) across various service contexts (hairdressing, telecommunications, and computer repair) to examine cross-cultural consumer responses toward high service attentiveness. Consumers’ negative responses toward high service attentiveness are mediated by their suspicion of ulterior motive, which varies according to their self-construal. Specifically, consumers with an interdependent self-construal (either chronic or primed) tend to have greater suspicion of and negative responses toward high service attentiveness. Furthermore, the effect of interdependent self-construal fostering greater suspicion is attributed to a sharper in-group (vs. out-group) distinction, which is mitigated when the service employee is perceived to be an in-group member. The authors conclude by discussing the theoretical and managerial implications and suggesting future research directions.

Cross Cultural Perceptions on Privacy in the United States, Vietnam, Indonesia, and Taiwan

2009 ◽  
pp. 284-299 ◽  
Author(s):  
Andy Chiou
Keyword(s):  
United States ◽  
Focus Groups ◽  
The United States ◽  
Cross Cultural ◽  
Future Research ◽  
The Internet ◽  
Single System ◽  
Cultural Perceptions ◽  
Internet Privacy ◽  
Different Cultures

In this chapter, the authors will briefly discuss some cross cultural concerns regarding Internet privacy. The authors believe that due to the cross cultural nature of the Internet itself, different cultures will tend to result in different concerns regarding Internet privacy. As such, there is no single system of protecting Internet privacy that may be suitable for all cultures. The authors also utilize focus groups from various countries spanning Asia and the United States to discover the differences between cultures. Hopefully an understanding of such differences will aid in future research on Internet privacy to take a more culture sensitive approach.

Customer Satisfaction With Game and Service Experiences: Antecedents and Consequences

2010 ◽  
Vol 24 (3) ◽  
pp. 338-361 ◽  
Author(s):  
Masayuki Yoshida ◽  
Jeffrey D. James
Keyword(s):  
United States ◽  
Behavioral Intentions ◽  
Strong Predictor ◽  
The United States ◽  
Sport Marketing ◽  
Service Satisfaction ◽  
Future Research ◽  
Sporting Events ◽  
Managerial Implications ◽  
Antecedents And Consequences

Sport marketing researchers have generally studied two types of satisfaction at sporting events: game satisfaction and service satisfaction. One gap in the literature is studying the two types together. A model of the relationships between service quality, core product quality, game and service satisfaction, and behavioral intentions is proposed and tested. Data were collected from spectators at a professional baseball game in Japan (n= 283) and at two college football games in the United States (n= 343). The results in both Japan and the United States indicate that game atmosphere was a strong predictor of game satisfaction whereas stadium employees and facility access were the major antecedents of service satisfaction. Game satisfaction had a significant impact on behavioral intentions across the two settings, although the service satisfaction-behavioral intentions relationship was significant only in Japan. The research findings, managerial implications, limitations, and directions for future research are discussed.

CROSS-CULTURAL ADOPTION IN SOUTH AFRICA: NEW DIRECTIONS FOR RESEARCH

2017 ◽  
Vol 26 (3) ◽  
pp. 384-398
Author(s):  
Cyndy Snyder
Keyword(s):  
South Africa ◽  
Social Work ◽  
Social Services ◽  
Work Practice ◽  
The United States ◽  
Social Work Practice ◽  
Cross Cultural ◽  
Future Research ◽  
Adoption Research ◽  
The Impact

This article reviews the literature on cross-cultural adoption in South Africa and provides new insights and research questions to help social work practitioners and researchers better understand the impact of cross-cultural adoption for adoptees. The article compares the context of race and adoption research in the United States and South Africa, paying particular attention to strengths and limitations of research studies from both countries. In this paper, I argue that race and racism shape the experiences of black cross-cultural adoptees, and therefore adoptees’ ability to navigate such circumstances should be a central focus when assessing the impact of cross-cultural adoption. While much research from both countries has focused on the experiences and perspectives of parents and social workers, future research should focus on the adoptee perspective. Practical implications for those involved in social work practice and social services in the South African context are also addressed.

Perceptions and Strategies in the Negotiation Process: A Cross Cultural Examination of U.S. and Malaysia

2009 ◽  
Vol 14 (3) ◽  
pp. 493-517 ◽  
Author(s):  
Mussie Tessema ◽  
Kathryn Ready
Keyword(s):  
Negotiation Process ◽  
Cross Cultural ◽  
Comfort Level ◽  
Future Research ◽  
Group Orientation ◽  
Family Culture ◽  
Cultural Negotiation ◽  
Managerial Implications ◽  
And Gender ◽  
Malaysian Students

AbstractThis article examines empirical findings of American (n=457) and Malaysian (n=347) college students regarding their perceptions and strategies utilized in the negotiation process. Several hypotheses comparing differences in cross-cultural negotiation styles, perceptions and strategies in negotiation are analyzed. The findings indicate that Malaysian students (from a collectivist culture) tend to have different negotiation perceptions, strategies and styles from those of their American counterparts (from an individualist culture). Specific differences are found in negotiation perceptions, risk taking, individual vs. group orientation, support of family culture, skill comfort level and gender differences. The importance of maintaining relationships with the other party during the negotiation was important in both groups, and both groups felt that they were effective negotiators. The findings extend previous research on cross-cultural negotiation styles with a discussion of specific process and strategy differences. Managerial implications of these findings and future research directions are also discussed.

scholarly journals Self-Interest Bias in the COVID-19 Pandemic: A Cross-Cultural Comparison between the United States and China

2021 ◽  
pp. 002202212110257
Author(s):  
Mengchen Dong ◽  
Giuliana Spadaro ◽  
Shuai Yuan ◽  
Yue Song ◽  
Zi Ye ◽  
...  
Keyword(s):  
United States ◽  
The United States ◽  
Cross Cultural ◽  
Cultural Perspective ◽  
Norm Violations ◽  
Cross Cultural Comparison ◽  
Self Construal ◽  
Self Interest ◽  
Social Gathering ◽  
The Individual

In the global crisis of the COVID-19 pandemic, many countries attempt to enforce new social norms to prevent the further spread of the coronavirus. A key to the success of these measures is the individual adherence to norms that are collectively beneficial to contain the spread of the pandemic. However, individuals’ self-interest bias (i.e., the prevalent tendency to license own but not others’ self-serving acts or norm violations) can pose a challenge to the success of such measures. The current research examines COVID-19-related self-interest bias from a cross-cultural perspective. Two studies ( N = 1,558) sampled from the United States and China consistently revealed that participants from the United States evaluated their own self-serving acts (exploiting test kits in Study 1; social gathering and sneezing without covering the mouth in public in Study 2) as more acceptable than identical deeds of others, while such self-interest bias did not emerge among Chinese participants. Cultural underpinnings of independent versus interdependent self-construal may influence the extent to which individuals apply self-interest bias to justifications of their own self-serving behaviors during the pandemic.

scholarly journals Nostalgia May Not Work for Everyone: the Case of Innovative Consumers

2017 ◽  
Vol 8 (1) ◽  
pp. 33-43
Author(s):  
Dovilė Barauskaitė ◽  
Justina Gineikienė
Keyword(s):  
Social Identity ◽  
Theoretical Framework ◽  
Marketing Strategies ◽  
Future Research ◽  
Purchasing Decisions ◽  
Consumer Responses ◽  
Empirical Results ◽  
Managerial Implications ◽  
The Relationship

In recent years, marketers have widely used nostalgia in their marketing strategies. However, little research has focused on understanding whether consumer responses to nostalgic communication are always positive. Seeking to fill this gap and referring to social identity theoretical framework, current research examines the relationship between nostalgia, innovativeness and consumer purchasing decisions. Empirical results demonstrate that innovativeness and nostalgia might indeed act in opposite directions. Managerial implications of the findings are considered and directions for future research suggested.  

Third Party Internet Seals

2010 ◽  
pp. 701-708 ◽  
Author(s):  
Peter Kerkhof ◽  
Guda van Noort
Keyword(s):  
Web Sites ◽  
Third Party ◽  
Consumer Trust ◽  
Future Research ◽  
Privacy And Security ◽  
Research Directions ◽  
Consumer Responses ◽  
Online Consumers ◽  
Managerial Implications ◽  
Future Research Directions

Buying online is still perceived as risky. A key strategy of online marketers to increase consumer trust in online ordering is to display privacy and security seals on their web sites. Although research indicates that these Internet seals do not necessarily mean better safety for online consumers, findings of several other studies demonstrated that these safety cues do influence consumer responses. The goal of this chapter is to provide the reader with an overview of findings regarding the persuasiveness of Internet seals and to reflect upon possible explanatory mechanisms for these effects. Future research directions and managerial implications for e-business are provided.

Effects of store attributes on retail patronage behaviors

2015 ◽  
Vol 19 (2) ◽  
pp. 136-153 ◽  
Author(s):  
Hyo Jung Chang ◽  
Hyeon Jeong Cho ◽  
Thomas Turner ◽  
Megha Gupta ◽  
Kittichai Watchravesringkan
Keyword(s):  
Factor Analysis ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Positive Influence ◽  
Future Research ◽  
Content Type ◽  
Store Attributes ◽  
Patronage Behavior ◽  
Managerial Implications ◽  
Sales Employees

Purpose – The purpose of this paper is to identify selected store attributes of activewear specialty retailers that impact consumers’ satisfaction, which in turn influence word-of-mouth (WOM) and retail patronage behavior. Design/methodology/approach – Using an on-site store intercept, 150 responses were collected to answer hypothesized relationships. An exploratory factor analysis was first performed followed by a confirmatory factor analysis and a structural equation analysis. Findings – Results revealed that sales employees and store atmosphere attributes of activewear specialty stores had a positive influence on consumer satisfaction, which in turn had a direct impact on WOM and repatronage intentions for activewear specialty stores. Therefore, in order to satisfy consumers, activewear specialty retailers need to ensure that they provide an attractive and pleasant shopping atmosphere. Furthermore, satisfied consumers are likely to spread positive WOM about the retailer and display their intention to revisit the store in the future. The authors conclude by discussing the results and suggest implications and future research directions. Originality/value – The findings of this research shed light on the managerial implications for activewear specialty retailers with regards to marketing strategies and consumers’ attitudes.

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