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

Chi Vincent WONG, Robert Jr. WYER

Research output: Other Conference ContributionsConference 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 languageEnglish
Publication statusPublished - Nov 2018
EventThe 49th Annual Conference of the Association for Consumer Research (ACR) - Dallas, United States
Duration: 11 Oct 201814 Oct 2018

Conference

ConferenceThe 49th Annual Conference of the Association for Consumer Research (ACR)
CountryUnited States
CityDallas
Period11/10/1814/10/18

    Fingerprint

Cite this

WONG, C. V., & WYER, R. J. (2018). The Effects of Cultural Syndromes on Customers’ Responses to Service Failures: A Perspective-Flexibility-Based Mechanism. Paper presented at The 49th Annual Conference of the Association for Consumer Research (ACR), Dallas, United States.