4-N: Perspective Flexibility Matters: the Influence of Cultural Syndromes on Attribution of Service Failures

Customers with a collectivistic (vs. individualistic) orientation or a long-term (vs. short-term) orientation are likely to attribute a service failure more to service provider’s contextual factors and less to service provider’s dispositional factors. These effects are mediated by the flexibility of perspectives customers take when making a judgment.



Citation:

Vincent Chi Wong and Feifei Huang (2017) ,"4-N: Perspective Flexibility Matters: the Influence of Cultural Syndromes on Attribution of Service Failures", in NA - Advances in Consumer Research Volume 45, eds. Ayelet Gneezy, Vladas Griskevicius, and Patti Williams, Duluth, MN : Association for Consumer Research, Pages: 1066-1066.

Authors

Vincent Chi Wong, Lingnan University, Hong Kong, China
Feifei Huang, Chinese University of Hong Kong, China



Volume

NA - Advances in Consumer Research Volume 45 | 2017



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