Understanding the influence of cross-cultural Consumer-to-Consumer Interaction on consumer service satisfaction

Journal of Business Research

Volumn 66, Issue 3, 2013, Pages 306-313

  Johnson, Guillaume D ^a   Grier, Sonya A ^b  

^a UNIVERSITY OF THE WITWATERSRAND   (South Africa)

^b AMERICAN UNIVERSITY   (United States)

Author keywords

Consumer to Consumer Interaction; Contact hypothesis; Cultural compatibility; Intergroup anxiety; South Africa

Indexed keywords

EID: 84872403004     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jbusres.2011.08.010     Document Type: Article

References (63)

1. Aaker J.L., Brumbaugh A.M., Grier S.A. Nontarget markets and viewer distinctiveness: the impact of target marketing on advertising attitudes. J Consum Psychol 2000, 9(3):127-140.
2. Adam H. The politics of ethnic identity: comparing South Africa. Ethnic Racial Stud 1995, 18:457-475.
3. Alexander L., Tredoux C. The space between us: a spatial analysis of informal segregation at a South African university. J Soc Issues 2010, 66(2):367-386.
4. Allport G.W. The nature of prejudice 1954, Addison-Wesley Publishing, Reading.
5. Bailey B. Communicative behavior and conflict between African-American customers and Korean immigrant retailers in Los Angeles. Discourse Soc 2000, 11:86-108.
6. Baker T.L., Meyers T., Johnson J.D. Individual differences in perceptions of service failure and recovery: the role of race and discriminatory bias. J Acad Market Sci 2008, 36:552-564.
7. Barker S., Härtel C.E.J. Intercultural service encounters: an exploratory study of customer experiences. Cross-Cult Manag 2004, 11:3-14.
8. Baron R.M., Kenny D.A. The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. J Pers Soc Psychol 1986, 51:1173-1182.
9. Baron S., Patterson A., Harris K., Hodgson J. Strangers in the night: speeddating, CCI and service businesses. Serv Bus 2007, 1:211-232.
10. Bello D., Leung K., Radebaugh L., Tung R., Van Witteloostuijn A. From the editors: student samples in international business research. J Int Bus Stud 2009, 40:361-364.
11. Betancourt H., Lopez S.R. The study of culture, ethnicity, and race in American psychology. Am Psychol 1993, 48(June):629-637.
12. Bhopal R. Glossary of terms relating to ethnicity and race: for reflection and debate. J Epidemiol Commun H 2004, 58(5):441-445.
13. Bougie R., Pieters R., Zeelenberg M. Angry customers don't come back, they get back: the experience and behavioral implications of anger and dissatisfaction in services. J Acad Market Sci 2003, 31:377-391.
14. Calder B.J., Phillips L.W., Tybout A.M. Designing research for application. J Consum Res 1981, 8:197-207.
15. Clark T., Martin C.L. Customer-to-customer: the forgotten relationship in relationship marketing. Relationship marketing: Theory, methods, and applications 1994, 1-10. Emory University, Atlanta. N.S. Jagdish, A. Parvatiyar (Eds.).
16. Cocks P. Max Gluckman and the critique of segregation in South African anthropology, 1921-1940. J S Afr Stud 2001, 27(4):739-756.
17. Finchilescu G. Meta-stereotypes may hinder inter-racial contact. S Afr J Psychol 2005, 35:460-472.
18. Gaertner S.L., Dovidio J.F. The aversive form of racism. Prejudice, discrimination, and racism 1986, 315-332. Academic Press, Orlando. J.F. Dovidio, S.L. Gaertner (Eds.).
19. Gibson J.L. Do strong group identities fuel intolerance? Evidence from the South African case. Polit Psychol 2006, 27:665-705.
20. Grier S.A., Brumbaugh A.M., Thornton C.G. Crossover creams: consumer responses to ethnic-oriented products. J Marketing 2006, 70:35-51.
21. Grier S.A., Deshpandé R. Social dimensions of consumer distinctiveness: the influence of social status on group identity and advertising persuasion. J Marketing Res 2001, 38:216-224.
22. Grier S.A., Deshpandé R., Johnson G.D. Can cross-group contact facilitate consumer response to other-targeted advertisements? Paper presented at the 14th Cross-Cultural Research Conference 2009 2009, Puerto Vallarta, Mexico.
23. Grove S.J., Fisk R.P. The impact of other customers on service experiences: a critical incident examination of "getting along". J Retailing 1997, 73:63-85.
24. Gummesson E. Marketing-orientation revisited: the crucial role of the part-time marketer. Eur J Market 1991, 25:60-75.
25. Harris A.M.G., Henderson G.R., Williams J.D. Courting customers: assessing consumer racial profiling and other marketplace discrimination. J Public Policy Market 2005, 24:163-171.
26. Harris K., Baron S. Consumer-to-consumer conversations in service settings. J Serv Res 2004, 6:287-303.
27. Henderson G.R., Williams J.D., Grantham K.D., Lwin M. The commodification of race in Singapore: the customer service implications of the other-race effect on tourism and retailing. Asia Pac J Manag 1999, 16:213-227.
28. Henning-Thurau T., Gwinner K.P., Walsh G., Gremler D.D. Electronic word-of-mouth via consumer-option platforms: what motivates consumers to articulate themselves on the internet?. J Interactive Market 2004, 18(1):38-52.
29. Hill R.P. The impact of interpersonal anxiety on consumer information processing. Psychol Market 1987, 4:93-105.
30. Hopkins S.A., Hopkins W.E., Hoffman K.D. Domestic inter-cultural service encounters: an integrated model. Manag Serv Qual 2005, 15:329-343.
31. Huang W.H. The impact of other-customer failure on service satisfaction. Int J Serv Ind Manag 2008, 19:521-536.
32. Husnu S., Crisp R.J. Elaboration enhances the imagined contact effect. J Exp Soc Psychol 2010, 46(6):943-950.
33. Inzlicht M., Aronson J., Good C., McKay L. The particular resiliency of self-monitors to threatening environments. J Exp Soc Psychol 2006, 42:323-336.
34. Inzlicht M., Good C. How environments threaten academic performance, self-knowledge, and sense of belonging. Stigma and group inequality: Social psychological approaches 2006, Erlbaum, Mahwah. S. Levin, C. van Laar (Eds.).
35. Johnson B. New U.S. census to reveal major shift: no more Joe consumer. Ad Age White Paper 2010 America Uncovers the Marketing Implications. Ad Age October 12, 2009 2009, URL:. http://adage.com/article?article_id=139592.
36. Keller J., Sekaquaptewa D. Solo status and women's spatial test performance: the role of individuation tendencies. Eur J Soc Psychol 2008, 38:1044-1053.
37. Leibold M., Hugo-Burrows R. Broad marketing implications of recent trends in the multicultural South African market environment. J Market Theor Pract 1997, 5:67-77.
38. Martin C.L., Pranter C.A. Compatibility management: customer-to-customer relationships in service environments. J Serv Market 1989, 3:5-15.
39. Massey D., Denton N. American apartheid: segregation and the making of the underclass 1993, Harvard University Press, Cambridge.
40. McGuire W., McGuire C.V. The spontaneous self-concept as affected by personal distinctiveness. Self-concept: Advances in theory and research 1981, Ballinger, New York. M.D. Lynch, K. Gergen (Eds.).
41. McGuire W., McGuire C.V., Child P., Fujioka T. Salience of ethnicity in the spontaneous self-concept as a function of one's ethnic distinctiveness in the social environment. J Pers Soc Psychol 1978, 36(5):511-520.
42. McKirnan D.J., Smith C.E., Hamayan E.V. A sociolinguistic approach to the belief-similarity model of racial attitudes. J Exp Soc Psychol 1983, 19:434-447.
43. Moore R., Moore M., Capella M. The impact of customer-to-customer interactions in a high personal contact service setting. J Serv Market 2005, 19:482-491.
44. Ndletyana D. The impact of culture on team learning in a South African context. Adv Develop Hum Resour 2003, 5(1):84-102.
45. Niemann Y.F., Dovidio J.F. Relationship of solo status, academic rank, and perceived distinctiveness to job satisfaction of racial/ethnic minorities. J Appl Psychol 1998, 83:55-71.
46. Omer-Cooper J.D. History of Southern Africa 1994, David Philip, Cape Town. 2nd ed.
47. Parker C., Ward P. An analysis of role adoptions and scripts during customer-to-customer encounters. Eur J Market 2000, 34:341-358.
48. Pettigrew T.F., Tropp L.R. A meta-analytic test of intergroup contact theory. J Pers Soc Psychol 2006, 90(5):751-783.
49. Plant E.A. Responses to interracial interactions over time. Pers Soc Psychol Bull 2004, 30:1458-1471.
50. Plant E.A., Devine P.G. The antecedents and implications of interracial anxiety. Pers Soc Psychol Bull 2003, 29:790-801.
51. Raajpoort N.A., Sharma A. Perceptions of incompatibility in customer-to-customer interactions: examining individual level differences. J Serv Market 2006, 20:324-332.
52. Reynolds K.E., Beatty S.E. Customer benefits and company consequences of customer-salesperson relationships in retailing. J Retail 1999, 75:11-32.
53. Richins M.L. An analysis of consumer interaction styles in the marketplace. J Consum Res 1983, 47:68-78.
54. Rogers E.M., Bhowmik D.K. Homophily-heterophily: relational concepts for communication research. Public Opin Quart 1970, 34:523-538.
55. Ryoo H.K. Achieving friendly interactions: a study of service encounters between Korean shopkeepers and African-American customers. Discourse Soc 2005, 16:79-105.
56. Sekaquaptewa D., Thompson M. The differential effects of solo status on members of high- and low-status groups. Pers Soc Psychol Bull 2002, 28:694-707.
57. Simpson E.M., Snuggs T., Christiansen T., Simples K.E. Race, homophily, and purchase intentions and the black consumer. Psychol Market 2000, 17:877-889.
58. Stephan W.G., Stephan C.W. Intergroup anxiety. J Soc Issues 1985, 41:157-175.
59. Torres I.M. A tale of two theories: sympathy or competition?. J Bus Res 2007, 60:197-205.
60. Van der Waal C.S., Ward V. Shifting paradigms in the new South Africa, anthropology after the merger of two disciplinary associations. Anthropol Today 2006, 22(1):17-20.
61. Venkat R. Customer-to-customer interactions: forgotten factor in CEM 2007, URL. http://www.gccrm.com/eng/content_details.jsp?contentid=2121&subjectid=101.
62. Warden C.A., Liu T.C., Huang C.T., Lee C.H. Service failures away from home: benefits in intercultural service encounters. Int J Serv Ind Manag 2003, 14:436-457.
63. Wooten D.B. One-of-a-kind in a full house: some consequences of ethnic and gender distinctiveness. J Consum Psychol 1995, 4:205-224.