The Influence of Culture and Personality on Customer Satisfaction - An Empirical Analysis across Countries

Franziska Krüger presents two quantitative cross-cultural studies that examine the generalizability of the Zone of Tolerance and the Confirmation/Disconfirmation-Paradigm across countries. She investigates the potential influence of Hofstede's cultural dimensions and the Big Five personality traits on the models' variables. As a result, the studies confirm that both models can be used to explain customer satisfaction and its determinants across national borders and cultures.

List of contents

The Satisfied Customer in International Business.- Customer Satisfaction, Culture, and Personality.- The Structure of the Zone of Tolerance across Countries and Individuals.- The Confirmation/Disconfirmation-Paradigm in a Cross-Cultural Perspective.

About the author

Dr. Franziska Krüger completed her doctoral thesis under the supervision of Prof. Dr. Birgitta Wolff at the Otto-von-Guericke-University Magdeburg, Germany. Currently, she is press spokesperson of the Ministry for Research and Economic Affairs, Saxony-Anhalt.

Summary

Franziska Krüger presents two quantitative cross-cultural studies that examine the generalizability of the Zone of Tolerance and the Confirmation/Disconfirmation-Paradigm across countries. She investigates the potential influence of Hofstede's cultural dimensions and the Big Five personality traits on the models' variables. As a result, the studies confirm that both models can be used to explain customer satisfaction and its determinants across national borders and cultures.

Product details

• Authors: Franziska Krüger
• Publisher: Springer, Berlin
• Languages: English
• Product format: Paperback / Softback
• Released: 29.02.2016
• EAN: 9783658125561
• ISBN: 978-3-658-12556-1
• No. of pages: 208
• Dimensions: 163 mm x 218 mm x 12 mm
• Weight: 301 g
• Illustrations: XIX, 208 p. 22 illus. in color.
• Series: International Management Studies
• Subjects: Social sciences, law, business > Business > International economy; Marketing, C, Marketing und Vertrieb, Market research, Business and Management, International business, Sales & marketing, Management science, International business enterprises