Cultural Influences on Service Quality Expectations

Donthu, Naveen; Yoo, Bong-Goo

doi:10.1177/109467059800100207

Cited by 599 publications

(723 citation statements)

References 19 publications

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“…Donthu and Yoo, 1998, Winsted, 1997, Furrer et al, 2000, Mattila, 1999. Within the consumption and evaluation of services there were found to be culturally constructed norms of the roles that need to be performed in a service encounter.…”

Section: Theoretical Implicationsmentioning

confidence: 97%

“…While numerous researchers have examined the role that national cultural values play as an antecedent of the service quality (e.g. Donthu and Yoo, 1998, Winsted, 1997, Furrer et al, 2000, Mattila, 1999 there has been limited consideration of how the socio-cultural environment and economic status inform the evaluation of service provider-customer interactions (e.g. Imrie, 2005).…”

Section: Service Quality In An International Contextmentioning

confidence: 99%

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The influence of social capital on service quality evaluation

Imrie

2013

Management Decision

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Abstract:Purpose: This research provides guidance for the global manager by determining the manner through which social interaction influences service quality evaluation. Furthermore, this paper explores the function of economic development in altering the role of social relationships in service quality evaluation.Design/methodology/approach: Consistent with the critical realism paradigm a multi-method design is adopted for this study. Sociologist Pierre Bourdieu"s (1986) structuralist perspective of culture is utilised as the analytical framework. Findings:The findings challenge both marketing and sociology theory that propose that individuals are less focussed on nurturing inter-personal relationships as they are empowered economically. Indeed it is found that social networks (i.e. social capital) perform a key role in service quality preference formation and dissemination. The evidence suggests that economic development has not mitigated the influence of social relationships upon service consumption. Research limitations/implications:Identifies a research agenda towards developing a measure of service quality that more comprehensively probes the social element of the service encounter. In order to more fully explore the impact of economic capital on the service quality construct it is identified that a longitudinal study is required that focuses upon nations as they transition from developing to developed nation status. Practical implications:This study has significant implications for marketing managers seeking to build a presence in Taiwan or other similarly profiled Confucian based societies. It is advised that strategists should adopt a customised strategic plan when operating within Taiwan and similarly profiled cultures. In particular this study encourages a focus upon nurturing inter-personal relationships and leveraging these relationships to effectively communicate to target markets in Confucian societies.Originality/value: This study adopts a sociological perspective of the cultural influence upon the service quality evaluation process.This approach is presented as preferable to the national values-oriented studies (e.g. Hofstede, 1984) that have dominated research in the area.

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Section: Theoretical Implicationsmentioning

confidence: 97%

Section: Service Quality In An International Contextmentioning

confidence: 99%

The influence of social capital on service quality evaluation

Imrie

2013

Management Decision

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“…Individualists, due to their drive, demand that others are more efficient and thus ask for higher levels of service quality (Furrer et al 2000). Donthu and Yoo (1998) studied the effect of cultural orientation of customers on their service quality expectations.…”

Section: Homburg/kuester/beutin/menon Determinants Of Customer Benefimentioning

confidence: 99%

Determinants of Customer Benefits in Business-to-Business Markets: A Cross-Cultural Comparison

Homburg

Kuester

Beutin

et al. 2005

Journal of International Marketing

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The authors examine the concept of customer benefits in business-to-business markets in an international context. They distinguish between core and add-on benefits, and they discuss product quality, service quality, flexibility, trust, joint action, and commitment of the supplier as determinants of these customer benefits. They base their analysis on 981 respondents in two countries. The results suggest the importance of understanding the determinants in providing customer benefits. Furthermore, the authors observe significant cultural differences with respect to the impact of different determinants on perceived customer benefits. Following a discussion of the results, the authors present managerial implications, research limitations, and directions for further research.

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“…The study used 10 items from the CVSCALE (Donthu and Yoo, 1988) to measure the moderating role of uncertainty avoidance and power distance. Both the dependent and the moderator constructs were measured on a 7 point scale (1= strongly disagree, 7= strongly agree).…”

Section: Methodsmentioning

confidence: 99%

Expectation Formation in Case of Newer Hotels

Nath

Devlin²,

Reid³

2014

Journal of Travel Research

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Advertisement and price cues are important sources of information, which influence tourists when forming service expectations, particularly in the case of newer hotels. However, it is not clear if such hotels need to promise more or less through their advertisement; or price high or low through their price cues. Extant research is also uncertain about the role of culture (uncertainty avoidance and power distance) in moderating the impact of advertisement and price cues on expectations. Using an experimental setup with 218 tourists from three different countries, this study finds that a newer hotel is likely to be better off by offering more service promises through its advertising and high price cues to its prospective visitors. The results suggest that culture influences how tourists process advertising cues but has no influence on price cues. The study provides insights for managers on how to develop a segmentation strategy using the cultural profiles of tourists.

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Cultural Influences on Service Quality Expectations

Cited by 599 publications

References 19 publications

The influence of social capital on service quality evaluation

The influence of social capital on service quality evaluation

Determinants of Customer Benefits in Business-to-Business Markets: A Cross-Cultural Comparison

Expectation Formation in Case of Newer Hotels

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