Same but Different: Chinese-American and Mainland Chinese Consumers’ Perceptions of and Behavior in a Service Failure Situation

Weber, Karin; Hsu, Cheng; Sparks, Beverley

doi:10.1080/10548408.2015.1064060

Cited by 11 publications

(4 citation statements)

References 73 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Masculinity-femininity/emotional CE. Given their tendency to provide guidance and support to others (Vitell et al, 1993), consumers focused on displaying feminine traits will be more likely than those with more masculine traits to be forgiving (or lenient) in cases of sub-optimal brand performance, including service failure (Weber et al, 2016;Kim et al, 2010). Consumers focused on masculine traits, by contrast, will tend to be more focused on success-and status-related outcomes, which would imply a less forgiving (lenient) nature.…”

Section: Individuallevel Cultural Ce Stylesmentioning

confidence: 99%

Individual-level cultural consumer engagement styles

Hollebeek

2018

IMR

100

View full text Add to dashboard Cite

Purpose While the consumer engagement (CE) concept is gaining traction in the literature, little remains known regarding the ways in which consumers displaying differing cultural traits engage with brands and their differences. The purpose of this paper is to explore CE with brands for consumers exhibiting differing cultural traits, and develop a set of research propositions for these individuals’ cognitive, emotional, behavioral, and social CE in brand interactions. These propositions, collectively, reflect consumers’ individual-level cultural CE styles – consumers’ motivationally driven disposition to think, feel, act, and relate to others in a certain manner characteristic of their specific individual cultural traits in brand interactions. Design/methodology/approach In this conceptual paper, literature is reviewed in the areas of CE and its conceptual relationship with Yoo et al.’s (2011) individual cultural values. Findings Key differences between individual-level cultural traits and consumers’ ensuing cognitive, emotional, behavioral, and social CE with brands are addressed in a set of research propositions based on Yoo et al.’s model of individual cultural values, from which the concept of individual-level cultural CE styles is developed. Research limitations/implications This research explores differences across individuals displaying differing cultural traits and their ensuing CE with brands, which remains underexplored to date. It also develops the concept of individual-level cultural CE styles, which reflect consumers’ characteristic cultural trait-based cognitions, emotions, behaviors, and social dynamics in engaging with particular brands. Practical implications The outlined managerial implications reveal that unique marketing approaches are expected to be effective for engaging consumers exhibiting different cultural traits with brands, based on their distinctive CE styles (e.g. focusing on personalized interactions/interactions that stress consumers’ similarity to and fit with salient others for individualist/collectivist consumers, respectively). Originality/value This paper makes two important theoretical contributions. First, by offering a conceptual analysis of consumers displaying differing cultural traits and their ensuing engagement with brands, it provides an early attempt to explore individual-level cultural CE-based differences. Second, it develops the concept of individual-level cultural CE styles, which is expected to hold important theoretical and managerial implications.

show abstract

Section: Individuallevel Cultural Ce Stylesmentioning

confidence: 99%

Individual-level cultural consumer engagement styles

Hollebeek

2018

IMR

100

View full text Add to dashboard Cite

show abstract

“…Yet, there are various possible explanations. First, in contrast to the studies of Weber et al (2014, 2015), the research settings differed (hotels versus restaurants). Furthermore, the variables assessed in combination with acculturation by Weber et al (2014, 2015) may have been more closely related to and activated feelings of cultural identity and acculturation (origin of hotel brand; staff ethnicity) than the variables used in this study.…”

Section: Conclusion and Theoretical Implicationsmentioning

confidence: 94%

“…First, in contrast to the studies of Weber et al (2014, 2015), the research settings differed (hotels versus restaurants). Furthermore, the variables assessed in combination with acculturation by Weber et al (2014, 2015) may have been more closely related to and activated feelings of cultural identity and acculturation (origin of hotel brand; staff ethnicity) than the variables used in this study. The extent to which acculturation plays a role in consumer perceptions and behaviors seemingly depends on the particular service failure experience and service setting.…”

Section: Conclusion and Theoretical Implicationsmentioning

confidence: 94%

See 1 more Smart Citation

Moving beyond the Western versus Asian culture distinction

Weber

Sparks

Hsu

2017

IJCHM

Self Cite

View full text Add to dashboard Cite

Purpose This study aims to analyze the joint effects of where a service failure occurs and who witnesses it, with a specific focus on Chinese consumers who have varying levels of acculturation. Design/methodology/approach A 4 × 2 × 2 between-subject factorial design was used, where social presence and the location of the service failure were manipulated and acculturation was measured. Data were collected in Australia and China to contrast perceptions and behavioral responses of Chinese – Australians and Mainland Chinese by drawing on samples of 224 and 264 respondents, respectively. Findings Results showed significant differences in face, satisfaction and repeat purchase intention ratings following a service failure between Chinese – Australians and Mainland Chinese, as well as among Chinese – Australians with different acculturation strategies. Contrary to expectations, results established that where and with whom a service failure is experienced prominently affect consumer behavior regardless of the acculturation level. Practical implications An understanding of the effect of acculturation on a service failure situation is crucial for businesses to successfully compete in a continuously globalized world where migration produces multicultural societies and short-term travel tends to significantly change demands on service provision. Originality/value This research presents one of the first studies that go beyond the traditional East/West consumer distinction in studying service failure. This study analyzes the effect of acculturation by itself and together with other variables of interest.

show abstract

Acculturation and tourist stress among US Korean immigrant leisure travelers

Choi

Schneider

2022

Int. Migration & Integration

View full text Add to dashboard Cite

Same but Different: Chinese-American and Mainland Chinese Consumers’ Perceptions of and Behavior in a Service Failure Situation

Cited by 11 publications

References 73 publications

Individual-level cultural consumer engagement styles

Individual-level cultural consumer engagement styles

Moving beyond the Western versus Asian culture distinction

Acculturation and tourist stress among US Korean immigrant leisure travelers

Contact Info

Product

Resources

About