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.
|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||The 49th Annual Conference of the Association for Consumer Research (ACR)|
|Period||11/10/18 → 14/10/18|