Because of suggested beneficial effects of word-of-mouth (WOM) referral, service companies have invested large amounts of money in customer referral programs as well as programs aimed at fostering positive communication among their existing customers. The question of cross-cultural differences in the effectiveness of WOM has recently gained increased prominence. The authors contribute to research on this topic by proposing a positive effect of received WOM on service quality perceptions among existing customers. Moreover, they predict that cultural values moderate this effect. They test the model on 1910 bank customers in 11 countries. The results show that received WOM has a positive effect on customer service quality perceptions. Furthermore, received WOM has a stronger effect on the evaluation of customers in high-uncertainty-avoidance than in low-uncertainty-avoidance cultures. No other cultural value is a significant moderator. The results imply that received WOM is also important to existing customers and that managers should adjust their strategy of referral marketing to match their target group's uncertainty-avoidance level.

Customer trust is of vital importance for relationship marketing in services. Service providers increasingly market their services globally, yet few researchers have addressed differences in customer trust across cultures. Our research fills this void by proposing a model, based on existing trust literature, that suggests the overall feeling of trust in the service provider depends on customers' beliefs about service providers' ability, benevolence, predictability, and integrity. The model, tested in a banking context with data from 2,284 customers in 11 countries, explains trust well across culturally diverse countries. The results of a hierarchical linear model, however, show that customers differ in the way they build trust in their service provider across cultures. Moderating effects of the cultural values of the target group largely explain this variation. Only the effect of ability on trust is robust across countries. Global service firms should consider all four trust drivers when striving to build trust. The emphasis they put on each of these trust drivers, however, should differ across countries. When applying these principles to the design of marketing activities or market segmentation, marketing managers should collect data on the cultural values of their specific target groups in particular countries or cultural milieus.

Contrary to the beauty match-up hypothesis, several studies report positive effects of a presenter's attractiveness for attractiveness-unrelated products. This research demonstrates how, via which paths, the presenter's attractiveness affects persuasion for attractiveness-unrelated products. for a non-celebrity presenter the positive effect of attractiveness on persuasion is mediated by perceived presenter expertise, presenter trustworthiness, and liking of the advertisement. Previous studies could neither support the relevance of these paths unambiguously nor did they test whether or not perceived expertise, trustworthiness, and liking of the ad fully mediate the attractiveness effect. This study also considers receiver and presenter sex and receivers' product involvement. The results indicate that attractiveness affects persuasion positively regardless of whether the presenter and receiver are of the same or the opposite sex and regardless of whether receivers are characterised by low or high product involvement.

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This paper analyzes the effects of message strength on brand attitude when consumers simulate product usage. The relevant literature suggests that advertising message strength does not matter when consumers imagine product usage, but previous studies do not consider the potential moderating effects of involvement and product category knowledge. The results of this research demonstrate that among highinvolvement consumers who perceive their knowledge in the product category as limited, imagining product usage does not reduce the relevance of a strong advertising message. This paper also shows that overall, imagining product usage positively affects brand attituderegardless of message strength, involvement, and self-perceived knowledge. An important practical implication arises from the study. Marketers should encourage mental simulation in their advertisements, but be careful not to set a good argument aside if the product/service is highly relevant to potential customers and the potential customers do not perceive themselves as very knowledgeable about the product category. This finding is particularly relevant to complex or relatively new products, because here, the group of consumers who are highly involved but do not perceive themselves as very knowledgeable may be large.