The influence of culture and personality on customer satisfaction : an empirical analysis across countries
Author(s)
Bibliographic Information
The influence of culture and personality on customer satisfaction : an empirical analysis across countries
（International management studies）（Research）
Springer Gabler, c2016
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Includes bibliographical references
Description and Table of Contents
Description
Franziska Kruger 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.
Table 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.
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