Methodological issues in cross‐cultural marketing research

Malhotra, Naresh K.; Agarwal, James; Peterson, Mark F.

doi:10.1108/02651339610131379

Cited by 410 publications

(333 citation statements)

References 90 publications

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“…In addition, the Anglo-Saxon countries are amongst the most economically developed in the world (e.g., The Economist, 2005; United Nations, 2005a), and amongst the countries that utilize the most sophisticated customer service techniques globally (see, for example, Tellis, Stremersch.& Yin, 2003;Malhotra, Agarwal & Peterson, 1996). There has been some recent confirmatory empirical work outside the Anglo-Saxon cultural cluster (Tschan et al, 2005), whose focus, however, bore limited relevance to the focus of the present study.…”

Section: Emotion Work and Work Attitudes In Hellas 10mentioning

confidence: 80%

Emotion work in the Hellenic frontline services environment: how it relates to emotional exhaustion and work attitudes

Bozionelos

Kiamou

2008

The International Journal of Human Resource Management

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Publisher's copyright statement:Additional information: Use policyThe full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-prot purposes provided that:• a full bibliographic reference is made to the original source • a link is made to the metadata record in DRO • the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders.Please consult the full DRO policy for further details. with emotional exhaustion and work attitudes. In particular, emotion work was related to emotional exhaustion solely by means of interactions, and the largest part of the relationship of emotion work with work attitudes was also due to interaction effects. In the cases that main effects were present these were mainly caused by an allegedly secondary dimension of emotion work, the variety of displayed emotions, and not by any of the primary dimensions. The national cultural characteristics provided an account for the identified relationship pattern between emotion work, emotional exhaustion and work attitudes. In general, the study revealed the importance of the interactions between the dimensions of emotion work, and was also suggestive of the role of the national cultural context in the way emotion work is associated with outcomes that are of interest to employees and organizations.

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Section: Emotion Work and Work Attitudes In Hellas 10mentioning

confidence: 80%

Emotion work in the Hellenic frontline services environment: how it relates to emotional exhaustion and work attitudes

Bozionelos

Kiamou

2008

The International Journal of Human Resource Management

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“…Culture as a new dimension was added (Paul and Alain,1996;Malhotra, Agarwal, & Peterson, 1996;Malhotra et al,1994;Malhotra et al, 2005;Mattila, 1999;Winsted, 1997;Liu and McClure, 2001;Karen and Boo, 2007;Satyabhusan et al, 2009) have identified culture to be an important aspect in measuring service quality context. Public transportation is no exception, (Pe´rez et al, 2007).…”

Section: Resultsmentioning

confidence: 99%

Measuring Commuters’ Perception on Service Quality Using SERVQUAL in Public Transportation

Randheer¹,

AL-Motawa²,

J³

2011

IJMS

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In the current scenario of globalization, public transportation services (PTS) need to introspect sensitivity towards the quality of services offered. In this context, this study examined the commuters' perception on service quality offered by the public transport services of twin cities of Hyderabad and Secunderabad, India. The SERVQUAL scale is administered to measure the commuter's perception on service quality. A survey was conducted among the commuters who were regularly availing public transport services for travelling. A random sample of 534 respondents were taken for data collection, among them 512 were finalized for final analysis. The study concluded that the service quality delivery meets the perception of commuters. In general, people of twin cities of Hyderabad and Secunderabad are benefited with the service quality delivery by public transport services. This paper brings out a service quality image which can be adopted by other cities whose population depends on public transportation services.

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“…Cross-cultural research has increased in importance within an international context [57] and is complemented by the qualitative nature of this study. In order to gain rich data sets and understand consumers' perceptions of the environmental information displayed on FMCGs focus groups were chosen as a research method [58].…”

Section: Methodsmentioning

confidence: 99%

The Well(s) of Knowledge: The Decoding of Sustainability Claims in the UK and in Greece

2015

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Sustainability claims have existed on fast moving consumer goods (FMCGs) for over four decades and there is evidence that they are increasing. Research suggests that consumers have a low level of knowledge and understanding of such labels. It has been found that environmental and labelling knowledge may influence consumption behaviour but the findings so far have been inconsistent. Furthermore, the issue of knowledge and particularly sense making of the variety of claims found on FMCGs today is somewhat under researched. In this paper we investigate the types of knowledge consumers draw upon in order to decode and make sense of different types of labels across two countries. We carried out a qualitative study in the UK and Greece with 12 focus groups and utilised concepts of knowledge to investigate consumer decoding of labelling. We found that overall consumers have limited labelling knowledge and understanding even though their environmental knowledge may vary. This limited labelling knowledge makes consumers feel unsettled and unsure about their shopping decisions. Finally, we identified areas where consumers demonstrated limited knowledge and requested further information and education. This has important implications for companies, marketers, and policy makers if sustainability claims are to promote and support sustainable consumption.

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Methodological issues in cross‐cultural marketing research

Cited by 410 publications

References 90 publications

Emotion work in the Hellenic frontline services environment: how it relates to emotional exhaustion and work attitudes

Emotion work in the Hellenic frontline services environment: how it relates to emotional exhaustion and work attitudes

Measuring Commuters’ Perception on Service Quality Using SERVQUAL in Public Transportation

The Well(s) of Knowledge: The Decoding of Sustainability Claims in the UK and in Greece

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