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

Service failure
Service provider
Factors
Contextual factors

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.
WONG, Chi Vincent ; WYER, Robert Jr. / 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.
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WONG, CV & WYER, RJ 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, 11/10/18 - 14/10/18, .

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, United States.

Research output: Other Conference ContributionsConference Paper (other)Other Conference Paper

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AU - WYER, Robert Jr.

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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.

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