An examination of the impact of cultural orientation and familiarity in service encounter evaluations

International Journal of Service Industry Management

Volumn 19, Issue 5, 2008, Pages 662-681

  Patterson, Paul G ^a   Mattila, Anna S ^b  

^a UNIVERSITY OF NEW SOUTH WALES   (Australia)

^b PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

Customers; Service failures

Indexed keywords

EID: 54849408174     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564230810903514     Document Type: Article

References (76)

1. Aaker, J. and Lee, A. (2006), "The role of regulatory focus in preference construction", Journal of Marketing Research, Vol. 43 No. 1, pp. 28-37.
2. Aaker, J. and Maheswaran, D. (1997), "The effects of cultural orientation on persuasion", Journal of Consumer Research, Vol. 24, pp. 315-28.
3. Adelman, M.B., Ahuvia, A. and Goodwin, C. (1994), "Beyond smiling: social support and service quality", in Rust, R.T. and Oliver, R.L. (Eds), New Directions in Theory and Practice, Sage, Thousand Oaks, CA, pp. 139-71.
4. Agrawal, N. and Maheswaran, D. (2005), "The effects of self-construal and commitment on persuasion", Journal of Consumer Research, Vol. 31 No. 4, pp. 841-9.
5. Ahluwalia, R., Burnkrant, R. and Unnava, R. (2000), "Consumer responses to negative publicity: the moderating role of commitment", Journal of Marketing Research, Vol. 37, pp. 203-14.
6. Allen, V. and Wilder, D. (1975), "Categorization, belief similarity and intergroup discrimination", Journal of Personality & Social Psychology, Vol. 32, pp. 971-7.
7. Bitner, M.J., Booms, B. and Tetreault, M.S. (1990), "The service encounter: diagnosing favorable and unfavorable incidents", Journal of Marketing, Vol. 54, pp. 71-84.
8. Bornstein, F. (1989), "Exposure and affect: overview and meta-analysis of research 1968-1987", Psychological Bulletin, Vol. 106, pp. 265-89.
9. Brewer, M.B. (1979), "Ingroup bias in the minimal intergroup situation: a cognitive motivational analysis", Psychological Bulletin, Vol. 86, pp. 307-24.
10. Briley, D. and Wyer, R. (2002), "The effect of group membership salience on the avoidance of negative outcomes: implications for social and consumer decisions", Journal of Consumer Research, Vol. 29 No. 3, pp. 400-16.
11. Brislin, R.W., Lonner, W.J. and Thorndike, R.M. (1973), Cross-cultural Research Methods, Wiley, New York, NY.
12. Chaiken, S., Liberman, A. and Eagly, A. (1989), "Heuristic and systematic processing within and beyond persuasion context", in Uleman, J. and Bargh, J. (Eds), Unintended Thoughts, Guildford Press, New York, NY.
13. Chen, Y-R., Brockner, J. and Katz, T. (1998), "Toward an explanation of cultural differences in in-group favoritism: the role of individual versus collective primacy", Journal of Personality & Social Psychology, Vol. 75, pp. 1490-502.
14. Craig, S. and Douglas, S. (2000), International Marketing Research, Wiley, Chichester.
15. Cross, S., Morris, M. and Gore, J. (2002), "Thinking about oneself and others: the relational-interdependent self-construal and social cognition", Journal of Personality & Social Psychology, Vol. 82, pp. 399-418.
16. Czepiel, J.A. (1990), "Service encounters and service relationships: implication for research", Journal of Business Research, Vol. 20, pp. 13-21.
17. Dawar, N. and Parker, P. (1994), "Marketing universals: consumers' use of brand name, price, physical appearance, and retail reputation as signals of product quality", Journal of Marketing, Vol. 58, pp. 81-95.
18. Donthu, N. and Yoo, B. (1998), "Cultural influences on service quality expectations", Journal of Service Research, Vol. 1 No. 2, pp. 178-86.
19. Eagly, A. and Chaiken, S. (1995), "Attitude strength, attitude structure and resistance to change", in Petty, R. and Krosnick, J. (Eds), Attitude Strength: Antecedents and Consequences, Lawrence Erlbaum, Mahwah, NJ, pp. 413-32.
20. Feather, N. (1995), "National identification and ingroup bias in majority and minority groups: a field study", Australian Journal of Social Psychology, Vol. 47, pp. 129-36.
21. Furrer, O., Liu, B. and Sundharshan, D. (2000), "The relationships between culture and service quality perceptions: basis for cross-cultural market segmentation and resource allocation", Journal of Service Research, Vol. 4 No. 2, pp. 355-71.
22. Garcia-Marques, T. and Mackie, D. (2000a), "The positive feeling of familiarity: mood as an information processing regulation mechanism", in Bless, H. and Forgas, J. (Eds), The Message Within: The Role of Subjective Experience in Social Cognition and Behavior, Psychology Press, Philadelphia, PA, pp. 240-61.
23. Garcia-Marques, T. and Mackie, D. (2000b), "The feeling of familiarity as a regulator of persuasive processing", Social Cognition, Vol. 19, pp. 9-34.
24. Gardner, W., Shira, G. and Lee, A. (1999), "I value freedom but we value relationships: self-construal priming mirrors cultural differences in judgment", Psychological Science, Vol. 10 No. 4, pp. 321-6.
25. Gremler, D. and Gwinner, K. (2000), "Customer-employee rapport in service relationships", Journal of Service Research, Vol. 3 No. 1, pp. 82-104.
26. Gronroos, C. (1990), Service Management and Marketing: Managing the Moment of Truth in Service Competition, Lexington Books, Lexington, MA.
27. Hair, J., Black, W., Babin, B., Anderson, R. and Tatham, R. (2005), Multivariate Data Analysis, 6th ed., Prentice-Hall, Englewood Cliffs, NJ.
28. Hambleton, R.K. (1993), "Translating achievement tests for use in cross-national studies", European Journal of Psychological Assessment, Vol. 9, pp. 57-68.
29. Heine, S. and Lehman, D. (1999), "Culture, self-discrepancies, and self-satisfaction", Personality & Social Psychology Bulletin, Vol. 25, pp. 915-25.
30. Hofstede, G. (1980), Cultural Consequences; International Differences in Work-related Values, Sage, Beverley Hills, CA.
31. Hofstede, G. (1991), Cultural and Organization: Software of the Mind, McGraw-Hill, London.
32. Hong, Y., Morris, M., Chiu, C. and Benet-Martinez, V. (2000), "Multicultural minds: a dynamic, constructivist approach to culture and cognition", American Psychologist, Vol. 55, pp. 709-20.
33. Kahneman, D., Knetsch, J.L. and Thaler, R.H. (1986), "Fairness as a constraint on profit seeking: Entitlements in the market", The American Economic Review, Vol. 76 No. 4, pp. 728-41.
34. Keilor, B., D'Amico, M. and Horton, V. (2001), "Global consumer tendencies", Psychology & Marketing, Vol. 18 No. 1, pp. 1-19.
35. Kim, H. and Markus, H. (1999), "Deviance or uniqueness, harmony or conformity? A cultural analysis", Journal of Personality & Social Psychology, Vol. 77, pp. 785-800.
36. Kumar, N., Scheer, L. and Steenkamp, J. (1995), "The effects of perceived interdependence on dealer attitudes", Journal of Marketing Research, Vol. 32 No. 3, pp. 348-56.
37. Lee, A. (2001), "The mere exposure effect: an uncertainty reduction explanation revisited", Personality & Social Psychology Bulletin, Vol. 27, pp. 1255-65.
38. Lee, A., Aaker, J. and Gardner, W. (2000), "The pleasure of pains of distinct self-construals: the role of interdependence in regulatory focus", Journal of Personality & Social Psychology, Vol. 78, pp. 1122-34.
39. Lehman, D., Chiu, C. and Schaller, M. (2004), "Psychology and culture", Annual Review of Psychology, Vol. 55, pp. 689-702.
40. Liu, B., Furrer, O. and Sudharshan, D. (2001), "The relationship between culture and behavioral intentions towards services", Journal of Service Research, Vol. 4 No. 2, pp. 118-29.
41. McCollough, M., Berry, L. and Manjit Yadav, M. (2000), "An empirical investigation of customer satisfaction after service failure and recovery", Journal of Service Research, Vol. 3 No. 2, pp. 121-37.
42. Maheswaran, D. and Shavitt, S. (2000), "Issues and new directions in global consumer psychology", Journal of Consumer Psychology, Vol. 9 No. 2, pp. 59-66.
43. Markus, H. and Kitayama, S. (1991), "Culture and the self: implications for cognition, emotion and motivation", Psychological Review, Vol. 98, pp. 224-53.
44. Mattila, A.S. (1999), "The role of culture in the service evaluation process", Journal of Service Research, Vol. 1 No. 3, pp. 250-61.
45. Mattila, A.S. and Patterson, P.G. (2004), "The impact of culture on consumer's perceptions of service recovery efforts", Journal of Retailing, Vol. 80, pp. 196-206.
46. Money, B.R., Gilly, M.C. and Graham, J.L. (1998), "Explorations of national culture and word-of-mouth referral behavior in the purchase of industrial services in the United States and Japan", Journal of Marketing, Vol. 62, pp. 76-87.
47. Monin, B. (2003), "The warm glow heuristic: when liking leads to familiarity", Journal of Personality & Social Psychology, Vol. 85 No. 6, pp. 1035-48.
48. Mullen, B., Brown, R. and Smith, C. (1992), "In-group bias as a function of salience, relevance and status", European Journal of Social Psychology, Vol. 22, pp. 103-22.
49. Mullen, M.R. (1995), "Diagnosing measurement equivalence in cross-national research", Journal of International Business Studies, Vol. 26 No. 3, pp. 573-96.
50. Nesbett, R.E. (2003), The Geography of Thought, How Asians and Westerners Think Differently, and Why, The Free Press, New York, NY.
51. Ng, S. (1982), "Power and intergroup discrimination", in Tajfel, H. (Ed.), Social Identity and Intergroup Relations, Cambridge University Press, Cambridge, pp. 179-206.
52. Patterson, P.G. and Smith, T. (2001), "Modeling relationship strength across service types in an eastern culture", International Journal of Service Industry Management, Vol. 12 No. 2, pp. 90-113.
53. Patterson, P.G. and Smith, T. (2003), "A cross-cultural study of switching barriers and propensity to stay with service providers", Journal of Retailing, Vol. 70, pp. 107-20.
54. Patterson, P.G., Cowley, E. and Prasongsukarn, K. (2006), "Service failure recovery: the moderating impact of individual-level cultural value orientation on perceptions of justice", International Journal of Research in Marketing, Vol. 23 No. 3, pp. 263-77.
55. Petty, R. and Cacioppo, J.T. (1983), "Central and peripheral routes to persuasion: application to advertising", in Percy, L. and Woodside, A. (Eds), Advertising and Consumer Psychology, Heath, Lexington, MA, pp. 3-23.
56. Pomerantz, E., Chaiken, S. and Tordesillas, R. (1995), "Attitude strength and - resistance process", Journal of Personality and Social Psychology, Vol. 69 No. 3, pp. 408-19.
57. Priluck, R. (2003), "Relationship marketing can mitigate product and service failures", Journal of Services Marketing, Vol. 17 No. 1, pp. 37-52.
58. Schutte, H. and Ciarlante, D. (1998), Consumer Behavior in Asia, Macmillan Business, Basingstoke.
59. Schwarz, N. (1990), "Feelings as information: Informational and motivational functions of affective states", in Higgins, E. and Sorrentino, R. (Eds), Handbook of Motivation and Cognition: Foundations of Social Behavior, Guildford, New York, NY.
60. Schwarz, N. and Clore, G. (1988), "How do I feel about it? The informative function of affective states", in Fiedler, K. and Forgas, J. (Eds), Affect, Cognition and Social Behavior, Hogrefe International, Toronto, pp. 44-62.
61. Singelis, T. (1994), "The measurement of independent and interdependent self-construals", Personality and Social Psychology Bulletin, Vol. 20, pp. 580-91.
62. Singh, J. (1995), "Measurement issues in cross cultural research", Journal of International Business Studies, pp. 597-619 (3rd quarter).
63. Slovic, P., Finucane, M., Peters, E. and MacGregor, D. (2002), "The affect heuristic", in Gilovich, T., Griffin, D. and Kahneman, D. (Eds), Heuristics and Biases: The Psychology of Intuitive Judgment, Cambridge University Press, New York, NY, pp. 397-420.
64. Styles, C. (1998), "Export performance measures in Australia and the United Kingdom", Journal of International Marketing, Vol. 6 No. 3, pp. 12-36.
65. Tax, S. and Chandrashekaran, M. (1998), "Customer evaluations of service complaint experiences: implications for relationship marketing", Journal of Marketing, Vol. 62, pp. 60-76.
66. Triandis, H. (1982), "Dimensions of cultural variations as parameters of organizational theories", International Studies of Management & Organization, Vol. 12 No. 1, pp. 136-69.
67. Triandis, H. (1989), "The self and social behavior in differing cultural contexts", Psychological Review, Vol. 96, pp. 506-20.
68. Triandis, H. (1995), Individualism and Collectivism, Westview Press, Boulder, CO.
69. Usunier, J.C. (1996), Marketing Across Culture, Prentice-Hall, London.
70. Voronov, M. and Singer, J. (2002), "The myth of individualism- collectivism: a critical review", Journal of Social Psychology, Vol. 142 No. 4, pp. 461-80.
71. Winsted, K.F. (1997), "The service experience in two cultures: a behavioral perspective", Journal of Retailing, Vol. 73 No. 3, pp. 337-60.
72. Winsted, K.F. (1999), "Evaluating service encounters: a cross-cultural and cross-industry exploration", Journal of Marketing Theory and Practice, Vol. 7, pp. 106-23.
73. Yoo, B. and Donthu, N. (2002), "The effect of marketing education and individual cultural values on marketing ethics in students", Journal of Marketing Education, Vol. 24 No. 2, pp. 92-103.
74. Yuki, M. (2003), "Intergroup comparison versus intragroup relationships: a cross-cultural examination of social identity theory in North American and East Asian cultural contexts", Social Psychology Quarterly, Vol. 66 No. 2, pp. 166-75.
75. Zajonc, R. (1968), "Attitudinal effects of mere exposure", Journal of Personality & Social Psychology Monographs, Vol. 9, pp. 1-27.
76. Zhou, R. and Pham, M. (2004), "Promotion and prevention across mental accounts", Journal of Consumer Research, Vol. 31 No. 1, pp. 125-35.