The influence of culture and personality on customer satisfaction [electronic resource] : an empirical analysis across countries / Franziska Krüger.

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The influence of culture and personality on customer satisfaction [electronic resource] : an empirical analysis across countries / Franziska Krüger.

9783658125578 (electronic book)
3658125578 (electronic book)
9783658125561

Wiesbaden : Springer Gabler, 2016.

English

1 online resource (xix, 208 pages) : illustrations.

10.1007/978-3-658-12557-8 doi

HD62.4

658.8/343
650

Franziska Kr©ơger 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. 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 Target Groups;Researchers and students in the fields of international marketing and management;Practitioners in the fields of market research, marketing, and strategic planning in international enterprises The Author Dr. Franziska Kr©ơger 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.

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Gabler Edition Wissenschaft. International management studies.

Print version: 9783658125561

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