Impact of National Culture in Reaction to Service Failures

Raquel Ribeiro () and Raquel Meneses ()
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Raquel Ribeiro: University of Porto
Raquel Meneses: University of Porto

A chapter in Business Revolution in a Digital Era, 2021, pp 391-404 from Springer

Abstract: Abstract In a service, there are failures that are unavoidable. Since the culture can influence the reactions after failure, this study aimed to understand the impact of cultural dimensions in the reactions to service failures, namely the cultural dimensions of Hofstede (High vs Low Power Distance and Masculinity vs Femininity). For this, a mixed methodology was used. In a first phase, interviews were conducted and, subsequently, online questionnaires were used to know how the respondents would react after service failures in different scenarios. One scenario considers a weak power service (restaurant), other scenario considers a strong power service (lawyer). The results showed that different levels in the various cultural dimensions lead to different reactions to failures. Also, the degree of "power" and the frequency of service impact in a different way in some cultural dimensions. This study contributes to the service management literature, bridging some gaps in the culture in services theme and provides guidelines for service managers.

Keywords: National culture; Services; Services failures; Reactions to services failures; Globalization (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-030-59972-0_27

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DOI: 10.1007/978-3-030-59972-0_27

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