Differential Impact of Interpersonal Engagement Orientations on Customer Satisfaction Across Cultures Through Customer Participation in Service Processes: a Structural Equation Modeling-Based Multi-Group Analysis

We examine how individual consumer’s influence and adjustment orientations affect customer satisfaction directly and indirectly via customer participation in service processes. Conducting a cross-cultural survey of the customers of a global educational service provider, we show that while adjustment positively impact on satisfaction via participation, its direct impact is negative.



Citation:

Satoshi Akutsu, Mayomi Haga, Yoshinori Fujikawa, and Joji Ono (2013) ,"Differential Impact of Interpersonal Engagement Orientations on Customer Satisfaction Across Cultures Through Customer Participation in Service Processes: a Structural Equation Modeling-Based Multi-Group Analysis", in NA - Advances in Consumer Research Volume 41, eds. Simona Botti and Aparna Labroo, Duluth, MN : Association for Consumer Research.

Authors

Satoshi Akutsu, Hitotsubashi University, Japan
Mayomi Haga, Hitotsubashi University, Japan
Yoshinori Fujikawa, Hitotsubashi University, Japan
Joji Ono, Aoyama Gakuin University, Japan



Volume

NA - Advances in Consumer Research Volume 41 | 2013



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