The Influence of Culture and Personality on Customer Satisfaction

An Empirical Analysis across Countries
1. Auflage 2016
ISBN: 978-3-658-12556-1
Verlag: Springer

Buch, Englisch, 208 Seiten, Book, Format (B × H): 148 mm x 210 mm, Gewicht: 3002 g

Reihe: International Management Studies

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.

Zielgruppe

Research

Autoren/Hrsg.

Krüger, Franziska

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Marketing
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege
• Wirtschaftswissenschaften Betriebswirtschaft Management Internationales Management
• Sozialwissenschaften Medien- und Kommunikationswissenschaften Kommunikationswissenschaften Interkulturelle Kommunikation & Interaktion

Inhaltsverzeichnis

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.

Über Autor(innen)

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.