The Effects of Cultural Syndromes on Customers’ Responses to Service Failures: A Perspective-Flexibility-Based Mechanism

Chi Vincent WONG; Robert Jr. WYER

The Effects of Cultural Syndromes on Customers’ Responses to Service Failures: A Perspective-Flexibility-Based Mechanism

Chi Vincent WONG, Robert Jr. WYER

Lingnan University

Research output: Other Conference Contributions › Conference Paper (other) › Other Conference Paper

Abstract

Customers with a collectivistic (vs. individualistic) orientation or a long-term (vs. short-term) orientation are likely to attribute a service failure more to the service provider’s contextual factors and less to the service provider’s dispositional factors. These effects are mediated by the flexibility of perspectives customers take when making a judgment.

Original language	English
Publication status	Published - Nov 2018
Event	The 49th Annual Conference of the Association for Consumer Research (ACR) - Dallas, United States Duration: 11 Oct 2018 → 14 Oct 2018

Conference

Conference	The 49th Annual Conference of the Association for Consumer Research (ACR)
Country/Territory	United States
City	Dallas
Period	11/10/18 → 14/10/18

Cite this

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title = "The Effects of Cultural Syndromes on Customers{\textquoteright} Responses to Service Failures: A Perspective-Flexibility-Based Mechanism",

abstract = "Customers with a collectivistic (vs. individualistic) orientation or a long-term (vs. short-term) orientation are likely to attribute a service failure more to the service provider{\textquoteright}s contextual factors and less to the service provider{\textquoteright}s dispositional factors. These effects are mediated by the flexibility of perspectives customers take when making a judgment.",

author = "WONG, {Chi Vincent} and WYER, {Robert Jr.}",

year = "2018",

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language = "English",

note = "The 49th Annual Conference of the Association for Consumer Research (ACR) ; Conference date: 11-10-2018 Through 14-10-2018",

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The Effects of Cultural Syndromes on Customers’ Responses to Service Failures: A Perspective-Flexibility-Based Mechanism. / WONG, Chi Vincent; WYER, Robert Jr.
2018. Paper presented at The 49th Annual Conference of the Association for Consumer Research (ACR), Dallas, Texas, United States.

Research output: Other Conference Contributions › Conference Paper (other) › Other Conference Paper

TY - CONF

T1 - The Effects of Cultural Syndromes on Customers’ Responses to Service Failures: A Perspective-Flexibility-Based Mechanism

AU - WONG, Chi Vincent

AU - WYER, Robert Jr.

PY - 2018/11

Y1 - 2018/11

N2 - Customers with a collectivistic (vs. individualistic) orientation or a long-term (vs. short-term) orientation are likely to attribute a service failure more to the service provider’s contextual factors and less to the service provider’s dispositional factors. These effects are mediated by the flexibility of perspectives customers take when making a judgment.

AB - Customers with a collectivistic (vs. individualistic) orientation or a long-term (vs. short-term) orientation are likely to attribute a service failure more to the service provider’s contextual factors and less to the service provider’s dispositional factors. These effects are mediated by the flexibility of perspectives customers take when making a judgment.

UR - http://www.acrwebsite.org/assets/PDFs/978-0-915552-25-2_txt_001.pdf

M3 - Conference Paper (other)

T2 - The 49th Annual Conference of the Association for Consumer Research (ACR)

Y2 - 11 October 2018 through 14 October 2018

ER -

The Effects of Cultural Syndromes on Customers’ Responses to Service Failures: A Perspective-Flexibility-Based Mechanism

Abstract

Conference

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