Culture's impact on consumer complaining responses to embarrassing service failure

Wan, Lisa C.

doi:10.1016/j.jbusres.2011.08.009

Cited by 109 publications

(85 citation statements)

References 38 publications

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“…They added that the consumer with collectivist background tended to tell their purchase dissatisfaction to others. In addition, a collectivist person is less to make complaints than individual people when experiencing unpleasant services (Wan, 2011).…”

Section: Discussionmentioning

confidence: 99%

“…One of culture dimensions that have a relationship with the consumer behavior is individualism and collectivism (Volkov and Michael, 2004). Markus and Kitayama (1991), as cited in Wan (2011), stated that individualism is the way people see themselves as individuals apart from others. Conversely, people as collectivism defines themselves in relation to others and tend to see themselves as member of a group.…”

Section: Introductionmentioning

confidence: 99%

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The Effect of Unsatisfied Experience, Culture Value, and Value Loss on Complaint Intention of Electronic Devices in Bogor, West Java, Indonesia

Putra

Yuliati

2016

JCS

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Abstract. Purchase dissatisfaction on electronic devices could cause complaint intention. Besides purchase dissatisfaction, culture values included individualism and collectivsm also influenced complaint intention. The aim of this study was to analyze the effect of unsatisfied experience, culture value, and the value loss on complaint intention of electronic devices. The location of this study was selected purposively which was Paledang District, Central Bogor Regency, Bogor City. The study involved 100 respondents which were selected purposively. The respondents were a husband or a wife who made a decision on buying and using electronic devices. The data were collected with an interview using questionnaire. The result showed that unsatisfied experience, individualism, and age influenced complaint intention while collectivism, value loss, and family income were the factors which did not influence complaint intention.Keywords: culture values, collectivism, individualism, complaint intention, value loss, unsatisfied experienceAbstrak. Ketidakpuasan pembelian barang elektronik dapat menimbulkan adanya niat komplain. Selain ketidakpuasan, culture value juga memengaruhi seseorang berniat untuk melakukan komplain. Culture value dalam penelitian ini meliputi individualisme dan kolektivisme. Penelitian ini bertujuan untuk menganalisis pengaruh pengalaman ketidakpuasan, culture value, serta nilai kerugian terhadap niat komplain pada barang elektronik. Pemilihan lokasi penelitian dilakukan secara purposif yaitu di Kelurahan Paledang RW 04, Kecamatan Bogor Tengah, Kota Bogor. Penelitian melibatkan 100 orang sebagai sampel yang dipilih secara purposif, yaitu suami atau istri yang mengambil keputusan dalam membeli barang elektronik. Data diperoleh melalui wawancara dengan menggunakan kuesioner. Hasil penelitian menunjukkan bahwa pengalaman ketidakpuasan, individualisme, dan usia memiliki pengaruh terhadap niat komplain sedangkan kolektivisme, nilai kerugian, dan pendapatan keluarga merupakan faktor-faktor yang tidak berpengaruh terhadap niat komplain.Kata kunci: culture values, individualisme, kolektivisme, niat komplain, nilai kerugian, pengalaman ketidakpuasan

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Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

The Effect of Unsatisfied Experience, Culture Value, and Value Loss on Complaint Intention of Electronic Devices in Bogor, West Java, Indonesia

Putra

Yuliati

2016

JCS

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“…Complaint handling provides a significant effect on customer retention rates, word-of-mouth recommendations (Yuksel et al, 2006), and cultural impact for embarrassing service failure (Wan, 2013). In order to reduce complaints in the healthcare service, several past studies have measured enormous service quality attributes to understand the gap between patient expectation and service delivery.…”

Section: Complaint Issues In Malaysia Healthcare Service Deliverymentioning

confidence: 99%

Complaints and compliments assessment in developing service delivery measurement

Nordin¹,

Radzi²,

Razak³

et al. 2018

10.5267/j.msl

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Excellent healthcare services delivered to patients would not necessarily entail an excellent patient service fulfillment, fulfill patient expectations, and attain high satisfaction levels. Hence, patient satisfaction is multifactorial and difficult to measure. Appliance of satisfaction model, service dissatisfaction and satisfaction feedback are able to translate the non-linear attributes for a more accurate service dissatisfaction and satisfaction feedback assessment. Service recipients of experienced Inpatient and Outpatient (IOPs) can be translated into levels of compliments and complaints to describe degrees of patient satisfaction and dissatisfaction, respectively. Compliments and complaints voiced by patients should be taken seriously. As a result, the translation of service satisfaction and service dissatisfaction based on compliments and complaints from patients in the form of satisfaction index SCi and dissatisfaction index SCa introduced a new theoretical concept of concurrent and balance measurement in evaluating customer (VOC) or VOPs feedback. In normal practice, the service improvement is usually based on complaints or dissatisfaction aspect, but the compliments or satisfaction aspect on the same service delivery was always neglected. In this study, the formulation which was based on a non-linear assessment, not only amplified the effectiveness in communicating patients' compliments and complaints in a more receptive manner but also corresponded with Kano model.

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“…Tali studi si basano sull'accettazione del principio secondo cui la cultura, considerata come insieme di valori, credenze e modelli di comportamento, influenza le percezioni dei consumatori sulla qualità del servizio e le reazioni ai fallimenti dello stesso (Becker, 2000;Wan, 2013;Zhang et al, 2008).…”

Section: Stato Dell'arteunclassified

Il ruolo della competenza culturale nell'event marketing del turismo

Cannavale

2017

Economia E Diritto Del Terziario

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Il ruolo della competenza culturale nell'event marketing del turismo di Chiara CannavaleGli eventi costituiscono segmento importante sia del turismo business sia del turismo leisure e rappresentano una voce di entrata crescente per le imprese dell'Hospitality, con un contributo crescente del settore al prodotto interno lordo dei paesi a maggiore vocazione turistica. Gli eventi sono prodotti progettati ed organizzati per favorire l'interazione sociale tra gli individui diversi, provenienti, in misura crescente, da culture differenti. È un business nel quale in maniera diretta, e più evidente rispetto ad altri, la qualità dell'interazione personale e l'efficacia dei processi di comunicazione incidono sull'experience degli utenti e, conseguentemente, sulla profittabilità degli operatori coinvolti. La cultural competence, intesa come la capacità dei manager di usare in maniera efficace il sapere culturale, ossia come la capacità di riconoscere e acquisire e combinare nella maniera più profittevole possibile la cultural knowledge, è un elemento chiave per il successo delle relazioni internazionali (Calvelli, Cannavale, 2013) e diventa una fonte rilevante della competitività, e, quindi, della profittabilità delle imprese di un settore in cui l'interazione tra culture diverse e l'efficacia della comunicazione interculturale rappresentano elementi sostanziali del core business (Minnaert, 2007; Minneart et al., 2009).Nonostante la letteratura di marketing sia ricca di contributi che evidenziano l'impatto della cultura sulle decisioni di acquisto dei consumatori e sull'efficacia dei processi di comunicazione e promozione, meno esplorato è il ruolo della competenza culturale nell'event marketing e, soprattutto in Italia, ancora decisamente limitato è l'investimento delle imprese del settore nell'analisi culturale dei mercati target e nella formazione culturale dei dipendenti. Questo articola intende contribuire alla letteratura sul tema esplorando il ruolo che la competenza culturale può avere per il successo delle politiche di marketing degli eventi e per il successo degli stessi. Parole chiave: event marketing, competenza culturale, cross-cultural management, valori, HofstedeCopyright © FrancoAngeli Opera pubblicata con Licenza Creative Commons Attribuzione -Non commerciale -Non opere derivate.Per i termini e le condizioni di utilizzo di questa opera consultare il sito: http://creativecommons.org/. C. CANNAVALE cultural issues: While in Italy the investment that hospitality firms make in relation to the cultural education of their employees and the cultural analysis of target markets is still low, Asian competitors, who gain positions in the tourism competitiveness rankings, are investing increasingly in these activities with positive results on the ability to attract European and US public and private events. Although the marketing literature is rich of contributions highlighting the impact of culture on consumer behaviour and purchasing decisions, the role of cultural competence in the specific field of event market...

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Culture's impact on consumer complaining responses to embarrassing service failure

Cited by 109 publications

References 38 publications

The Effect of Unsatisfied Experience, Culture Value, and Value Loss on Complaint Intention of Electronic Devices in Bogor, West Java, Indonesia

The Effect of Unsatisfied Experience, Culture Value, and Value Loss on Complaint Intention of Electronic Devices in Bogor, West Java, Indonesia

Complaints and compliments assessment in developing service delivery measurement

Il ruolo della competenza culturale nell'event marketing del turismo

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