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Social Indicators Research

Erschienen in:

03.02.2015

Status, National Culture and Customers’ Propensity to Complain

verfasst von: Gil Luria, Asaf Levanon, Dana Yagil, Iddo Gal

Erschienen in: Social Indicators Research | Ausgabe 1/2016

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Abstract

People’s ability to express their voice in different situation is an important facet of their quality of life. This study examines the relationship between social status, cultural characteristics and customers’ voice behavior in multiple cultures. We hypothesized that social status would be positively related to customers’ voice expression. The cultural dimensions of power distance and uncertainty avoidance were expected to affect that behavior and to moderate the status–voicing relationship. Analysis of data concerning 8,479 customers from 12 countries showed that, as expected, customers with high status tended to register more service failures and to complain more frequently than customers of lower social status. All three social status distinctions explored in this study (gender, education, and age) correlated negatively with formal complaint, but only age correlated negatively with informal complaint. In addition, the two cultural dimensions had the expected negative effect on intention to complain, and moderated the relationship between social status and intention to complain. Theoretical contributions and applied implications are discussed.

Vorheriger Artikel Development and Validation of a Self-Reported Measure of Job Performance

Nächster Artikel Conversion of Verbal Response Scales: Robustness Across Demographic Categories

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Titel: Status, National Culture and Customers’ Propensity to Complain
verfasst von: Gil Luria
Asaf Levanon
Dana Yagil
Iddo Gal
Publikationsdatum: 03.02.2015
Verlag: Springer Netherlands
Erschienen in: Social Indicators Research / Ausgabe 1/2016
Print ISSN: 0303-8300
Elektronische ISSN: 1573-0921
DOI: https://doi.org/10.1007/s11205-015-0884-y

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