Impact of national culture on the quality of information delivery in services

Adelina Gnanlet () and H. Yayla-Kullu ()

Service Business, 2014, vol. 8, issue 1, 135-169

Abstract: A nation’s culture has a significant influence on an employee’s behavior and communication. Culture-specific characteristics cause information delivery biases, especially in services. This paper studies how a nation’s culture affects the quality of information delivery using a global airline dataset. Cultural differences are measured by two commonly used datasets, Hofstede and Globe projects. Our results show that cultural characteristics have statistically significant effects on the website quality, inflight media options, and inflight communications. We suggest firms in each culture become aware of these findings and step forward to remedy their shortcomings or to bolster their performance. Copyright Springer-Verlag Berlin Heidelberg 2014

Keywords: Service quality; National culture; Information delivery; Hofstede dimensions; Globe project (search for similar items in EconPapers)
Date: 2014
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Citations: View citations in EconPapers (5)

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DOI: 10.1007/s11628-013-0191-0

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