The effects of cultural individualism and self-confidence on propensity to voice: From theory to measurement to practice

被引:36
作者
Chelminski, Piotr [1 ]
Coulter, Robin A. [2 ]
机构
[1] Providence Coll, Dept Mkt, Providence, RI 02918 USA
[2] Univ Connecticut, Sch Business, Storrs, CT 06269 USA
关键词
STRUCTURAL EQUATION MODELS; UNOBSERVABLE VARIABLES; CUSTOMER EVALUATIONS; CONSUMER; COLLECTIVISM; ISSUES; DETERMINANTS; DIRECTIONS; RECOVERY; FAILURES;
D O I
10.1509/jimk.15.4.94
中图分类号
F [经济];
学科分类号
02 ;
摘要
This article examines the effects of cultural individualism on consumers' propensity to voice and the mediating effects of self-confidence. The authors explore these relationships in the United States and South Korea to assess whether a consumer's culture, measured as an individual difference variable, is as an explanatory variable for propensity to voice in the context of dissatisfactory marketplace experiences. They find that individualism has a positive effect on propensity to voice at the pancountry and intracountry levels and that self-confidence fully mediates the relationship between individualism and propensity to voice. The results have important implications for understanding consumer complaining behavior for organizations that serve culturally diverse consumer groups.
引用
收藏
页码:94 / 118
页数:25
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