کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1009189 1482481 2016 12 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
The effects of acculturation, social distinctiveness, and social presence in a service failure situation
ترجمه فارسی عنوان
اثرات فرهنگ پذیری، تمایز اجتماعی و حضور اجتماعی در یک وضعیت نارسایی خدمات
کلمات کلیدی
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری استراتژی و مدیریت استراتژیک
چکیده انگلیسی

Going beyond the traditional East/West consumer differentiation in studying service failure, this article examined the effect of acculturation, both independently and together with social distinctiveness and social presence, on the perceptions and behavioral responses of Chinese–Australian consumers. The research employed a 3 × 2 × 2 between-subject experimental design in which data were collected from 224 Chinese–Australians. Results showed that the different acculturation levels of these consumers did not affect their perceptions and behavior in a service failure situation. Instead, where and with whom a service failure was experienced had pronounced effects on consumer behavior depending on the extent to which the consumers acculturated to the culture of their host country. Implications of these findings and directions for future research are also discussed.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: International Journal of Hospitality Management - Volume 56, July 2016, Pages 44–55
نویسندگان
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