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.



Citation:

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.

Authors

Vincent Chi Wong, Lingnan University
Robert Wyer Jr., University of Cincinnati, USA



Volume

NA - Advances in Consumer Research Volume 46 | 2018



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