Impact of Culture on Service Failures and Service Recoveries
[ X ]
Tarih
2015
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Igi Global
Erişim Hakkı
info:eu-repo/semantics/closedAccess
Özet
In this chapter, the authors focus on the role of culture, which increases its effect along with globalization on service failures and improvements. The study is a type of literature review formed by compilation of previous studies in the extant literature. According to the primary findings of such studies, the approach of consumers to service failures and improvements vary depending on their culture. Different satisfaction levels, re-purchase tendency, word-of-mouth communication and its structure (positive or negative), seeing liable for failure, loyalty, replacement, and emotional response against service failures and improvements are seen between different cultures. The authors expect this study to provide clues to service marketing applications and future studies about the effect of culture.
Açıklama
Anahtar Kelimeler
Moderatıng Impact, Perceptıons, Qualıty, Model
Kaynak
Handbook of Research on Global Business Opportunities
WoS Q Değeri
N/A
Scopus Q Değeri
0
