L1. the Effects of Cultural Syndromes on Customers’ Responses to Service Failures: a Perspective-Flexibility-Based Mechanism
Customers with a collectivistic (vs. individualistic) orientation or a long-term (vs. short-term) orientation are likely to attribute a service failure more to the service provider’s contextual factors and less to the service provider’s dispositional factors. These effects are mediated by the flexibility of perspectives customers take when making a judgment.
Vincent Chi Wong and Robert Wyer Jr. (2018) ,"L1. the Effects of Cultural Syndromes on Customers’ Responses to Service Failures: a Perspective-Flexibility-Based Mechanism", in NA - Advances in Consumer Research Volume 46, eds. Andrew Gershoff, Robert Kozinets, and Tiffany White, Duluth, MN : Association for Consumer Research, Pages: 934-934.
Vincent Chi Wong, Lingnan University
Robert Wyer Jr., University of Cincinnati, USA
NA - Advances in Consumer Research Volume 46 | 2018
Anticipated Interpersonal Feedback Reshapes Other-oriented Intertemporal Choices
Adelle Xue Yang, National University of Singapore, Singapore
Oleg Urminsky, University of Chicago, USA
Is All That Glitters Gold? The Effect of Product Surface Glossiness on Consumer Judgments
Jiaqi SONG, Hong Kong Polytechic University
Yuwei Jiang, Hong Kong Polytechic University
Gerald J. Gorn, Hong Kong Polytechic University
H9. Market Emergence: the Alignment Process of Entrepreneurs’ Socio Cognition and Consumers’ Perception of the Market
Hao Wang, University of South Florida, USA