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
The Preference for Simultaneity: When Different Events Happen to Different People at the Same Time
Franklin Shaddy, University of Chicago, USA
Yanping Tu, University of Florida, USA
Ayelet Fishbach, University of Chicago, USA
F8. Dual Routes for Consumer Responses to Corporate Social Responsibility: The Role of Positive Moral Emotions, Attitudes, and Empathy
Chunyan Xie, Western Norway University of Applied Sciences
Richard P. Bagozzi, University of Michigan, USA
O2. The Streaking Star Effect: Why People Want Individual Winning Streaks to Continue More than Group Streaks
Jesse Walker, Cornell University, USA
Thomas Gilovich, Cornell University, USA