A Cross-Cultural Study of Relationship Proneness and Its Implications for Relationship Marketing

Yujie Wei, Faye S. McIntyre and Salil Taplade
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Yujie Wei: The University of West Georgia, USA
Faye S. McIntyre: The University of West Georgia, USA
Salil Taplade: The University of West Georgia, USA

International Journal of Customer Relationship Marketing and Management (IJCRMM), 2011, vol. 2, issue 3, 57-78

Abstract: This paper examines relationship proneness of consumers in a cross-cultural setting; specifically, the relationship proneness between Chinese and U.S. consumers of Generation Y (born from 1976 to 1995) and its effects on relational satisfaction and relationship commitment. Based on previous research (e.g., De Wulf, Odekerken- Schröder, & Iacobucci, 2001) and cultural theories (e.g., Hofstede, 1980, 2001), nine hypotheses were developed involving the effects of relationship building tactics (i.e., direct mail, preferential treatment, communication, and tangible rewards) on relationship proneness, relational satisfaction and store loyalty. This quantitative study used a survey among two samples of consumers in China and the U.S. The final sample size was comprised of 349 student consumers. The findings of the research provide managerial implications for international retailers. Relationship proneness is a meaningful personal characteristic that can be used to describe or predict consumer behavior across cultures. A relationship marketing strategy that works for one culture may also work well in another culture. It is possible and appropriate, at least with generation Y consumers, to employ standardized approaches in relationship marketing across cultures.

Date: 2011
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International Journal of Customer Relationship Marketing and Management (IJCRMM) is currently edited by Riyad Eid

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