The influence of culture and personality on customer satisfaction: an empirical analysis across countries
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Abschlussarbeit Buch |
| Sprache: | English |
| Veröffentlicht: |
Wiesbaden
Springer Gabler
[2016]
|
| Schriftenreihe: | International management studies
|
| Schlagworte: | |
| Online-Zugang: | Inhaltstext Inhaltsverzeichnis Inhaltsverzeichnis |
| Beschreibung: | XIX, 208 Seiten Illustrationen 21 cm |
| ISBN: | 9783658125561 |
Internformat
MARC
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| 245 | 1 | 0 | |a The influence of culture and personality on customer satisfaction |b an empirical analysis across countries |c Franziska Krüger |
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| 653 | |a Measurement Invariance | ||
| 653 | |a Zone of Tolerance | ||
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Datensatz im Suchindex
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TABLE OF CONTENTS
TABLE OF
CONTENT.
IX
LIST OF
FIGURES.XIII
LIST
OFTABLES.
XV
LIST OF
ABBREVIATIONS.XVII
LIST OF
SYMBOLS.XIX
1 THE SATISFIED CUSTOMER IN INTERNATIONAL BUSINESS - AN
INTRODUCTION. 1
2 CUSTOMER SATISFACTION, CULTURE, AND PERSONALITY - DEFINITION OF THE
RESEARCH
VARIABLES.7
2.1 CUSTOMER SATISFACTION AND ITS RELATED VARIABLES AND CONSTRUCTS -
DEFINITIONS AND
FINDINGS FROM
LITERATURE.8
2.1.1 CUSTOMER
EXPECTATIONS.8
2.1.2
PERFORMANCE.10
2.1.3
DISCONFIRMATION.10
2.1.4 DEFINING CUSTOMER
SATISFACTION.11
2.2 THEORETICAL APPROACHES EXPLAINING CUSTOMER SATISFACTION
.
15
2.2.1 ADAPTATION LEVEL
THEORY.15
2.2.2 ASSIMILATION
THEORY.
16
2.2.3 CONTRAST
THEORY.17
2.2.4 ASSIMILATION-CONTRAT
THEORY.18
2.2.5 GENERALIZED NEGATIVITY
THEORY.19
2.2.6 PROSPECT
THEORY.20
2.3 DEFINING CULTURE AND PERSONALITY IN THE CONTEXT OF CONSUMER BEHAVIOR
YYYYYYYYYY21
2.3.1 CULTURE AND ITS OPERATIONALIZATION
.
21
2.3.2 PERSONALITY AND THE
FIVE-FACTOR_MODEL.26
2.3.3 THE LINK BETWEEN CULTURE AND
PERSONALITY.29
2.4 DEVELOPMENT OF THE RESEARCH DESIGN IN A CROSS-CULTURAL
SETTING. . YYYYYY30
2.4.1 CHALLENGES OF CROSS-NATIONAL CUSTOMER SATISFACTION
RESEARCH. 31
2.4.2 THE DESIGN OF THE RESEARCH
PROJECT.34
3 STUDY I: THE STRUCTURE OF THE ZONE OF TOLERANCE ACROSS COUNTRIES AND
INDIVIDUALS.37
3.1 THE ZONE OF
TOLERANCE.37
3.2 THE GENERALIZABILITY OF THE ZOT ACROSS COUNTRIES AND THE POTENTIAL
EFFECTS OF
CULTURE AND
PERSONALITY.41
3.3 DESCRIPTION OF THE METHOD OF STUDY
1.42
3.3.1 QUESTIONNAIRE DESIGN AND
MEASURES.44
3.3.2 CLEANING THE
DATA.46
3.3.3 AGGREGATION OF IMPORTANCE
DATA.47
3.3.4 TEST FOR NORMALITY
YY
RELIABILITY
YY
AND VALIDITY.49
33.5 DESCRIPTIVE
STATISTICS.60
3.4 A CROSS-NATIONAL INVESTIGATION OF THE ZOT - RESULTS OF STUDY I
. 62
3.4.1 THE POSITION AND THE WIDTH OF THE ZOT ACROSS
COUNTRIES. 63
3.4.2 THE EFFECTS OF CULTURE ON THE DETERMINANTS OF THE
ZOT.71
3.4.3 THE EFFECTS OF PERSONALITY ON THE DETERMINANTS OF THE
ZOT. 75
3.4.4 THE EFFECTS OF CULTURE AND PERSONALITY ON THE
ZOT. 79
3.4.5 THE EFFECTS OF CULTURE AND PERSONALITY ON IMPORTANCE AND
INVOLVEMENT. 82
3.5 SUMMARY OF STUDY I: DISCUSSION OF THE RESULTS
YY
IMPLICATIONS
YY
LIMITATIONS
YY
AND
FUTOE
OUTLOOK.92
4 STUDY II: THE CONFIRMATION/DISCONFIRMATION-PARADIGM IN A
CROSS-CULTURAL
PERSPECTIVE - A STUDY ACROSS
COUNTRIES.103
4.1 THE PROCESS OF CUSTOMER SATISFACTION/DISSATISFACTION FORMATION
ACROSS NATIONS. 103
4.1.1 THE
C/D-PARADIGM.103
4.1.2 CROSS-CULTURAL APPLICABILITY OF THE C/D-PARADIGM AND THE POTENTIAL
EFFECTS
CULTURE AND PERSONALITY
.
108
4.2 DESCRIPTION OF THE METHOD OF STUDY
II.111
4.2.1 SCENARIO BASED SURVEYS FOR RESEARCH ON CUSTOMER
SATISFACTION. 111
4.2.2 SCENARIO
F_ULATION.115
4.2.3 QUESTIONNAIRE DESIGN AND
MEASURES.118
4.2.4 DATA COLLECTION
YY
ENTRY
YY
CLEANING
YY
AND MANIPULATION CHECKS. 121
4.3 A CROSS-NATIONAL INVESTIGATION OF THE C/D-PARADIGM YY RESULTS OF
STUDY II. 133
4.3.1 THE C/D-PARADIYY IN CROSSNATIONAL COMPARISON - A MARO-PERSPECTIVE.
133
4.3.2 THE EFFECTS OF INDIVIDUAL CULTURAL VALUES AND PERSONALITY ON THE
CZD-PARADIGM - A
MICRO-PERSPECTIVE.137
4.4 SUMMARY OF STUDY II: DISCUSSION OF THE RESULTS
YY
IMPLICATIONS
YY
LIMITATIONS
YY
AND
FUTURE
OUTLOOK.143
5 SUMMARY
YY
CONCLUSIONS AND FUTURE
OUTLOOK.149
LIST OF
REFERENCES.155
APPENDIX.169
APPENDIX 1YYYY QUESTIONNAIRE OF STUDY
1.169
APPENDIX 2: QUESTIONNAIRE OF THE PRE-STUDY (FREELISTING)
.
180
APPENDIX 3: QUESTIONNAIRE OF STUDY
II.188
APPENDIX 4: PAIR-WISE CON
YY
ELATIONS - STUDY II (CHINA)
.
206
APPENDIX 5: PAIR-WISE CORRELATIONS - STUDY II (GERMANY)
.
207
APPENDIX 6: PAIR-WISE CORRELATIONS - STUDY II (USA)
.
208 |
| any_adam_object | 1 |
| author | Krüger, Franziska 1981- |
| author_GND | (DE-588)1096777681 |
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| author_role | aut |
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| author_variant | f k fk |
| building | Verbundindex |
| bvnumber | BV043864501 |
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| dewey-full | 658.8343 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8343 |
| dewey-search | 658.8343 |
| dewey-sort | 3658.8343 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Thesis Book |
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| spelling | Krüger, Franziska 1981- Verfasser (DE-588)1096777681 aut The influence of culture and personality on customer satisfaction an empirical analysis across countries Franziska Krüger Wiesbaden Springer Gabler [2016] XIX, 208 Seiten Illustrationen 21 cm txt rdacontent n rdamedia nc rdacarrier International management studies Dissertation Otto-von-Guericke-University Magdeburg 2015 Internationaler Vergleich (DE-588)4120509-1 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Persönlichkeitsstruktur (DE-588)4173874-3 gnd rswk-swf Kulturelle Identität (DE-588)4033542-2 gnd rswk-swf Research KJ Big Five personality traits Confirmation-/Disconfirmation-Paradigm Hofstede International Market Research Measurement Invariance Zone of Tolerance (DE-588)4113937-9 Hochschulschrift gnd-content Verbraucherzufriedenheit (DE-588)4129147-5 s Kulturelle Identität (DE-588)4033542-2 s Persönlichkeitsstruktur (DE-588)4173874-3 s Internationaler Vergleich (DE-588)4120509-1 s DE-604 Springer Fachmedien Wiesbaden (DE-588)1043386068 pbl Erscheint auch als Online-Ausgabe Krüger The influence of culture and personality on customer satisfaction X:MVB text/html http://deposit.dnb.de/cgi-bin/dokserv?id=23cde912405a4bd49a3fafc04a14f170&prov=M&dok_var=1&dok_ext=htm Inhaltstext B:DE-101 application/pdf http://d-nb.info/1079863796/04 Inhaltsverzeichnis DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029274527&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Krüger, Franziska 1981- The influence of culture and personality on customer satisfaction an empirical analysis across countries Internationaler Vergleich (DE-588)4120509-1 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd Persönlichkeitsstruktur (DE-588)4173874-3 gnd Kulturelle Identität (DE-588)4033542-2 gnd |
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| title | The influence of culture and personality on customer satisfaction an empirical analysis across countries |
| title_auth | The influence of culture and personality on customer satisfaction an empirical analysis across countries |
| title_exact_search | The influence of culture and personality on customer satisfaction an empirical analysis across countries |
| title_full | The influence of culture and personality on customer satisfaction an empirical analysis across countries Franziska Krüger |
| title_fullStr | The influence of culture and personality on customer satisfaction an empirical analysis across countries Franziska Krüger |
| title_full_unstemmed | The influence of culture and personality on customer satisfaction an empirical analysis across countries Franziska Krüger |
| title_short | The influence of culture and personality on customer satisfaction |
| title_sort | the influence of culture and personality on customer satisfaction an empirical analysis across countries |
| title_sub | an empirical analysis across countries |
| topic | Internationaler Vergleich (DE-588)4120509-1 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd Persönlichkeitsstruktur (DE-588)4173874-3 gnd Kulturelle Identität (DE-588)4033542-2 gnd |
| topic_facet | Internationaler Vergleich Verbraucherzufriedenheit Persönlichkeitsstruktur Kulturelle Identität Hochschulschrift |
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