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 Effects of Being Time Poor and Time Rich on Happiness
Marissa Sharif, University of Pennsylvania, USA
Cassie Mogilner, University of California Los Angeles, USA
Hal Hershfield, University of California Los Angeles, USA
Q5. Conceptualizing the Digital Experience in Luxury
Wided Batat, American University Beirut
M10. I Need a Hero: How Loneliness Interacts with the Symbolic Meaning of Products to Affect Consumer Attitude
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Jinfeng Jiao, SUNY Binghamton, USA