The effects of acculturation, social distinctiveness, and social presence in a service failure situation

Weber, Karin; Sparks, Beverley; Hsu, Cheng

doi:10.1016/j.ijhm.2016.04.008

Cited by 18 publications

(9 citation statements)

References 77 publications

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“…Our face measures were adopted from Lee et al (2013). Detailed information on the measurements for independent and depended variables and corresponding scale reliabilities, together with the scenario script and related realism and believability checks have been provided by Weber et al (2016). For brevity, they have been omitted here.…”

Section: Methodsmentioning

confidence: 99%

Moving beyond the Western versus Asian culture distinction

Weber

Sparks

Hsu

2017

IJCHM

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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.

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Section: Methodsmentioning

confidence: 99%

Moving beyond the Western versus Asian culture distinction

Weber

Sparks

Hsu

2017

IJCHM

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“…This can enrich their cultural knowledge and adjust behavioral responses toward a host culture (Kim et al, 2020). For Beyond local food consumption example, Weber et al (2016) found that the social presence of restaurant employees and family/friends encourages Chinese tourists to embrace different cultural values to cope with service failures. Likewise, social experience embedded in local food consumption may make international tourists culturally competent in incorporating different cultures into their social actions, as shown in the following hypothesis: H4.…”

Section: Sensory Experiencementioning

confidence: 99%

Beyond local food consumption: the impact of local food consumption experience on cultural competence, eudaimonia and behavioral intention

Lin

Wang

et al. 2022

IJCHM

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Purpose This paper aims to explore the relationships among local food consumption experience, cultural competence, eudaimonia, and behavioral intention. Building upon acculturation theory, need hierarchy theory and self-determination theory, the current study develops a conceptual model of local food consumption as international tourists’ acculturation process. Design/methodology/approach This study collects data from 305 Chinese outbound tourists and uses partial least squares-structural equation modeling to examine the developed model. Findings The findings reveal a significant effect of the local food consumption experience, consisting of novel, authentic, sensory and social dimensions, on cultural competence, which subsequently evokes eudaimonia and behavioral response toward local food. The mediating effect of cultural competence is also confirmed. Practical implications Destination marketers and restaurant managers should recognize local food consumption as a meaningful tool that contributes to tourists’ cultural competence and eudaimonic well-being during travel. They should strive to craft an indigenous consumption setting and provide employee training on the history and culture of local food, helping tourists understand local food customs and embrace different food cultures. Originality/value To the best of the authors’ knowledge, very few studies have attempted to examine the meaningful consequences of local food consumption through the theoretical lens of acculturation. This study dives into international tourists’ local food consumption and pioneers a conceptual model to capture how local food consumption experience provokes their eudaimonia and behavioral desires through the mechanism of cultural competence.

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“…First, we used hypothetical scenarios. Although common and justified in hospitality and service failure literatures (e.g., Bitner 1990;Wang, Miao, and Mattila 2015;Weber, Sparks, and Hsu 2016), future research should utilize more naturalistic settings (e.g., Lee, Noble, and Biswas 2017). Second, our samples included students and respondents on MTurk who were compensated for their participation.…”

Section: Limitations and Future Researchmentioning

confidence: 99%

Why and when witnessing uncivil behavior leads observers to punish frontline employees and leave the firm

Karabas

Joireman

Kim

2019

International Journal of Hospitality Management

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The present studies examined observer responses to failed recoveries following a service failure in a restaurant setting. Study 1 demonstrated that, relative to a neutral response, a negative server response increased desire for revenge and negative firm attitudes, which reduce tipping and return intentions, but revealed no benefits of a positive server response. Study 2 highlighted the full buffering effect of management apology on firm-related outcomes (attitudes, return intentions) which did not extend to employee-related outcomes (desire for revenge, tipping). Study 2 also supported a structural model in which negative server responses generate perceived deontic injustice, which predicts desire for revenge and firm attitudes, which in turn predict tipping and return intentions. By including outcomes more directly reflecting "revenge seeking" (tipping), and testing the most comprehensive structural model to date, the present work contributes to a fuller understanding of how customers respond to observed service failures.

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The effects of acculturation, social distinctiveness, and social presence in a service failure situation

Cited by 18 publications

References 77 publications

Moving beyond the Western versus Asian culture distinction

Moving beyond the Western versus Asian culture distinction

Beyond local food consumption: the impact of local food consumption experience on cultural competence, eudaimonia and behavioral intention

Why and when witnessing uncivil behavior leads observers to punish frontline employees and leave the firm

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