Culture and rapport promotion in service encounters

Chan, Sik-Kwan; Bond, Michael Harris; Spencer‐Oatey, Helen; Rojo-Laurilla, Mildred A.

doi:10.1075/japc.14.2.04cha

Cited by 11 publications

(4 citation statements)

References 16 publications

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“…Gonzalez, 2002, 2005;Knafo and Sagiv, 2004;Poling et al, 2004;Koivula and Verkasalo, 2006); satisfaction from the provision of various services (e.g. Chan et al, 2004;Fegg et al, 2005); attitude towards violence, war and fear (e.g. Konty et al, 2004;Cohrs et al, 2005a,b); attitude towards various types of risk (e.g.…”

Section: Values Theory and The Portrait Value Questionnairementioning

confidence: 98%

Societal and individualistic drivers as predictors of organic purchasing revealed through a portrait value questionnaire (PVQ)‐based inventory

Krystallis

Vassallo

Chryssohoidis

et al. 2008

J of Consumer Behaviour

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The Schwartz's Portrait Value Questionnaire (PVQ) has extensively been used in personal values research. The present survey validates and tests in a value-based segmentation task a 17-item PVQ-based inventory that includes consumer values related to organic food purchasing, using a nationally representative sample of 1043 Greek consumers. The main assumption of the survey is that consumer segments that place more emphasis on specific organic food-related values would present different magnitude of beliefs and purchasing behaviour towards organic products. Two 2nd-order value factors (named ‘individualistic’ and ‘societal’, respectively) emerged from exploratory and confirmatory factor analyses comprising 14 out of the initial 17 PVQ values. In the next phase of the analysis, hierarchical clustering was implemented based on those factors. Through the clusters emerged, a clear relation between consumers' ‘societal’ (universalism and benevolence) value similarity, higher frequency of organic purchasing and higher likelihood of organic-related beliefs was clearly identified. This fact supports the applicability of the PVQ typology in predicting consumer behaviour in various product contexts

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Section: Values Theory and The Portrait Value Questionnairementioning

confidence: 98%

Societal and individualistic drivers as predictors of organic purchasing revealed through a portrait value questionnaire (PVQ)‐based inventory

Krystallis

Vassallo

Chryssohoidis

et al. 2008

J of Consumer Behaviour

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“…Recognizing the imperative role of culture in social interactions in human societies, culture must have meaningful associations with initiating and building rapport. Yet, despite that decades of research have identified specific behaviors and components of rapport (described above), with few exceptions (Bernieri & Gillis, 1995; Chan et al, 2004; Spencer-Oatey, 2000, 2005), there is a surprising dearth of cross-cultural comparative research in this area, and none in investigative contexts. Cultural differences in conceptualizing rapport are likely, for several reasons.…”

Section: Classic Research On the Nature And Function Of Rapportmentioning

confidence: 99%

Social Judgments of Rapport in Investigative Interviews Across Cultures

Wilson¹,

Matsumoto

Vasquez³

et al. 2022

Cross-Cultural Research

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Rapport is a fundamental psychological construct and understanding it conceptually, including how it is perceived in social interactions, may have a crucial impact on human relations. Culture may be a key that can disentangle and elucidate dynamic characteristics about the nature of rapport as culture provides different and unique meaning systems. We examined cultural similarities and differences in social perceptions of rapport in a context in which interactants had different cultural/ethnic backgrounds. Observers from three very different culture/language groups rated their perceptions about the quality of rapport along 11 conceptually theorized rapport dimensions in video clips presenting one-on-one interviews that differed in their rapport levels. The observer ratings reduced to the same two dimensions across all observer groups, Positivity and Negativity, and there were considerable cultural similarities, along with some differences, in perceptions of rapport across videos. We discussed these findings concerning future theory and research on rapport in various contexts.

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“…Ros et al, 1999;Munene et al, 2000;Gonzalez, 2002, 2005;Poling et al, 2004;Knafo and Sagiv, 2004;Koivula and Verkasalo, 2006); service satisfaction (e.g. Chan et al, 2004;Fegg et al, 2005); attitude towards violence, war and fear (e.g. Boehnke and Schwartz, 1997;Konty et al, 2004;; and attitude towards various types of risk (e.g.…”

Section: Portrait Value Questionnaire's Usefulnessmentioning

confidence: 99%

Portrait value questionnaire's (PVQ) usefulness in explaining quality food‐related consumer behavior

Fotopoulos

Krystallis

Pagiaslis

2011

British Food Journal

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Purpose -Schwartz's portrait value questionnaire (PVQ) has extensively been used in personal values research. The present paper aims to validate the 40-item PVQ typology, using a nationally representative sample of 997 consumers. The main objective of the survey was to investigate whether higher-than-average regular purchasing of quality food products (i.e. organic and PDO labelled products) coincides with stronger identification with specific PVQ values. Design/methodology/approach -A questionnaire was distributed nationwide. Data were collected through personal interviews with 997 consumers. Confirmatory factor analysis and cluster analysis were the main analytical techniques used. Findings -At the value-based segmentation level of the analysis, identification with the PVQ value domains decreased per cluster progressively and jointly for almost all value domains, a trend that led to the identification of five distinctive national consumer segments. The trend of stronger identification with security, universalism and benevolence that appeared at the sample level re-emerged for the "urban upper class", the "countryside class I" and the "countryside class II", which accounted for two-thirds of the overall sample and were the clusters with the most dynamic quality food purchasing profile. Research limitations/implications -Despite the emergence of a clear relation between consumers' self-transcendence and security value similarity and higher-than-average frequency of quality food purchasing, quality food consumers did not form a separate and clearly diversified cluster if the PVQ inventory functions as a basis for segmentation. Future models should incorporate values together with intermediate-level constructs (e.g. beliefs and/or attitudes) when attempting to predict consumer behaviour towards quality food products. Originality/value -The paper shows that while values can be used to meaningfully segment quality food consumers, there is still much to learn regarding the direct and indirect determinants of quality food purchase behaviour.

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Culture and rapport promotion in service encounters

Cited by 11 publications

References 16 publications

Societal and individualistic drivers as predictors of organic purchasing revealed through a portrait value questionnaire (PVQ)‐based inventory

Societal and individualistic drivers as predictors of organic purchasing revealed through a portrait value questionnaire (PVQ)‐based inventory

Social Judgments of Rapport in Investigative Interviews Across Cultures

Portrait value questionnaire's (PVQ) usefulness in explaining quality food‐related consumer behavior

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