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An empirical investigation of the role of culture on service recovery expectations
16 references·15 citing·37 second hop
An empirical investigation of the role of culture on service recovery expectations (2005)An empirical investigation of the role of…Culture's Consequences: Comparing Values, Behaviors, Institutions, and Organizations across Nations (2002)Culture's Consequences: Compa…The Relationships between Culture and Service Quality Perceptions (2000)The Relationships between Cul…Service recovery: a framework and empirical investigation (2000)Service recovery: a framework…Recovering and Learning from Service Failure (1998)Recovering and Learning from …Cultural Influences on Service Quality Expectations (1998)Cultural Influences on Servic…Research Note: Hofstede's Consequences: A Study of Reviews, Citations and Replications (1994)Research Note: Hofstede's Con…Management Scientists Are Human (1994)Management Scientists Are Hum…Cultures and Organizations: Software of the Mind. (1993)Cultures and Organizations: S…Marketing Services: Competing Through Quality (1992)Marketing Services: Competing…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…The profitable art of service recovery. (1990)The profitable art of service…The Effect of National Culture on the Choice of Entry Mode (1988)The Effect of National Cultur…The Confucius connection: From cultural roots to economic growth (1988)The Confucius connection: Fro…Chinese Values and the Search for Culture-Free Dimensions of Culture (1987)Chinese Values and the Search…The Dance of Life: The Other Dimension of Time (1984)The Dance of Life: The Other …Culture's Consequences: International Differences in Work-Related Values. (1983)Culture's Consequences: Inter…Analysing the factors influencing customer engagement and value co-creation during COVID-19 pandemic: the case of online modest fashion SMEs in Egypt (2021)Analysing the factors influen…Reacting to negative online customer reviews (2019)Reacting to negative online c…Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis (2016)Understanding effects of co-c…The effect of CSR on consumer behavioral responses after service failure and recovery (2016)The effect of CSR on consumer…The CURE scale: a multidimensional measure of service recovery strategy (2014)The CURE scale: a multidimens…Complaint behavior intentions and expectation of service recovery in individualistic and collectivistic cultures (2014)Complaint behavior intentions…Identifying satisfied/dissatisfied service encounters in higher education (2013)Identifying satisfied/dissati…Effectiveness of recovery actions on deviant customer behavior—The moderating role of gender (2013)Effectiveness of recovery act…Service recovery: Literature review and research issues (2011)Service recovery: Literature …Private and public voice: exploring cultural influence (2011)Private and public voice: exp…Does Ethnic/Cultural Dissimilarity Affect Perceptions of Service Quality? (2011)Does Ethnic/Cultural Dissimil…When east meets west: An exploratory study on Chinese outbound tourists’ travel expectations (2010)When east meets west: An expl…Towards a new model of “customer compliance” service provision (2010)Towards a new model of “custo…The relationship of organisational culture with productivity and quality (2007)The relationship of organisat…Domestic inter‐cultural service encounters: an integrated model (2005)Domestic inter‐cultural servi…The Scree Test For The Number Of Factors (1966)Cross-Cultural Research Methods (1980)Culture's Consequences: International Differences in Work-Related Values (1981)How children and adolescents spend time across the world: Work, play, and developmental opportunities. 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(1980)The Cultural Relativity of Organizational Practices and Theories (1983)Hofstede's Culture Dimensions (1984)Travel Anxiety and Intentions to Travel Internationally: Implications of Travel Risk Perception (2005)Conceptualizing and measuring cultures and their consequences: a comparative review of GLOBE's and Hofstede's approaches (2006)Journal of International Business Studies (1975)The Internationalization Process of the Firm—A Model of Knowledge Development and Increasing Foreign Market Commitments (1977)The theory and practice of econometrics (1986)The Architecture of Cooperation: Managing Coordination Costs and Appropriation Concerns in Strategic Alliances (1998)INTERNATIONAL EXPANSION BY NEW VENTURE FIRMS: INTERNATIONAL DIVERSITY, MODE OF MARKET ENTRY, TECHNOLOGICAL LEARNING, AND PERFORMANCE. (2000)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)Relational Benefits in Services Industries: The Customer's Perspective (1998)Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. (2005)Upper Echelons Theory: An Update (2007)The weirdest people in the world? (2010)Dimensionalizing Cultures: The Hofstede Model in Context (2011)Affective, Continuance, and Normative Commitment to the Organization: A Meta-analysis of Antecedents, Correlates, and Consequences (2002)Conservation of Resources in the Organizational Context: The Reality of Resources and Their Consequences (2017)Hofstede's dimensions of culture in international marketing studies (2006)Examining the impact of Culture's consequences: A three-decade, multilevel, meta-analytic review of Hofstede's cultural value dimensions. (2010)Measuring Hofstede's Five Dimensions of Cultural Values at the Individual Level: Development and Validation of CVSCALE (2011)Culture and the Self: Implications for Cognition, Emotion, and Motivation (1991)Universals in the Content and Structure of Values: Theoretical Advances and Empirical Tests in 20 Countries (1992)
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References

  • 2002Culture's Consequences: Comparing Values, Behaviors, Institutions, and Organizations across Nations21,666 cited
  • 1993Cultures and Organizations: Software of the Mind.17,690 cited
  • 1983Culture's Consequences: International Differences in Work-Related Values.15,062 cited
  • 1988The Effect of National Culture on the Choice of Entry Mode6,253 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1988The Confucius connection: From cultural roots to economic growth4,383 cited
  • 1992Marketing Services: Competing Through Quality2,178 cited
  • 1987Chinese Values and the Search for Culture-Free Dimensions of Culture1,450 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 2000The Relationships between Culture and Service Quality Perceptions798 cited
  • 1984The Dance of Life: The Other Dimension of Time794 cited
  • 1994Research Note: Hofstede's Consequences: A Study of Reviews, Citations and Replications787 cited
  • 1998Cultural Influences on Service Quality Expectations772 cited
  • 1998Recovering and Learning from Service Failure727 cited
  • 1994Management Scientists Are Human618 cited

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  • 2000Service recovery: a framework and empirical investigation576 cited
  • Cited by

    • 2010When east meets west: An exploratory study on Chinese outbound tourists’ travel expectations256 cited
    • 2005Domestic inter‐cultural service encounters: an integrated model74 cited
    • 2007The relationship of organisational culture with productivity and quality68 cited
    • 2014The CURE scale: a multidimensional measure of service recovery strategy53 cited
    • 2010Towards a new model of “customer compliance” service provision50 cited
    • 2013Effectiveness of recovery actions on deviant customer behavior—The moderating role of gender49 cited
    • 2011Service recovery: Literature review and research issues48 cited
    • 2016Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis45 cited
    • 2016The effect of CSR on consumer behavioral responses after service failure and recovery44 cited
    • 2014Complaint behavior intentions and expectation of service recovery in individualistic and collectivistic cultures42 cited
    • 2011Does Ethnic/Cultural Dissimilarity Affect Perceptions of Service Quality?34 cited
    • 2019Reacting to negative online customer reviews34 cited
    • 2011Private and public voice: exploring cultural influence33 cited
    • 2021Analysing the factors influencing customer engagement and value co-creation during COVID-19 pandemic: the case of online modest fashion SMEs in Egypt31 cited
    • 2013Identifying satisfied/dissatisfied service encounters in higher education28 cited