Inter-cultural Service Encounters: the Mechanism Underlying the Effect of Cultural Distance on Customer Service Satisfaction

Reichert, C. Fritz

2003-04
2015-03-09

In our global economy where companies are often required to serve customers of many different cultures, there is a need to understand how culture affects service satisfaction. In this paper the author presents a model and hypotheses for understanding the mechanism underlying the effect of cultural distance between the customer and the service provider on service satisfaction when a service failure is encountered. The model synthesizes the type of service failure, the context in which the service is provided, the customer’s cultural disposition, and the customer’s attribution processes. The model and hypotheses are tested using a quasiexperimental, web-based research design employing multi-media stimuli.

Customer services
Intercultural communication

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http://hdl.handle.net/2186/ksl:weaedm173

46 p

Doctorate of Management Programs