15I I Can Tolerate the Manager, But Not the Receptionist: How Cultural Orientation Affects Consumers’ Reaction to Service Failure

Cultural orientation affects responses to service failure for service providers of different ranks. Secondary data show cultural differences in responses to services, and two experiments show cultural differences in negative affect to rude service from lower-ranking service providers. The findings reflect vertical individualists’ concerns about power as the mechanism.



Citation:

Jie(Doreen) Shen, Jimmy Wong, and Sharon Shavitt (2019) ,"15I I Can Tolerate the Manager, But Not the Receptionist: How Cultural Orientation Affects Consumers’ Reaction to Service Failure", in NA - Advances in Consumer Research Volume 47, eds. Rajesh Bagchi, Lauren Block, and Leonard Lee, Duluth, MN : Association for Consumer Research, Pages: 990-990.

Authors

Jie(Doreen) Shen, University of Illinois at Urbana-Champaign, USA
Jimmy Wong, Singapore University of Social Sciences, Singapore
Sharon Shavitt, University of Illinois at Urbana-Champaign, USA



Volume

NA - Advances in Consumer Research Volume 47 | 2019



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