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Cited by 192Customer Service Quality and LoyaltyCultural Differences and ValuesService and Product Innovation

The DOI matches its Crossref record; 51 of the 51 references it cites were found in a registry or an index.

Uncertainty Avoidance as a Moderator of the Relationship between Perceived Service Quality and Customer Satisfaction

Reimann, Martin, Lünemann, Ulrich F., Chase, Richard B.·2008·Journal of Service Research
DOI 10.1177/1094670508319093
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Abstract

The extent to which members of different cultures vary in their reactions to uncertainty can have a major impact on how perceived service quality affects customer satisfaction. This article addresses the issue of cultural differences in the context of business-to-business relationships. A study involving 303 Spanish, German, and Swedish business-to-business customers reveals that clients from cultures with a high degree of uncertainty avoidance were less satisfied than low-uncertainty avoidant clients when, as a result of a service defect, their service expectations were not met. In light of the tolerance zone concept, the finding suggests a narrower range of acceptable outcomes for high-uncertainty avoidance cultures. Important management implications of this study relate to service quality efforts, which should be explicitly designed to reflect intercultural differences in operations planning and training of service personnel.

Overview

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Crossref · 10.1177/1094670508319093

Cites

51 of 51 references verified0 citation errors · 0 not checkable

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Citations

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Flagged first, then by citations

Research works printed but not linked: 15

  1. Enke, Margit and Martin Reimann (2006), "Attracting Investors on Borderless Financial Markets: The Impact of Cultural Values on Buyer Cognition," in Advances in Consumer Research Asia-Pacific, Vol. 7, Margaret Craig Lees, Teresa Davis, and Gary Gregory, eds. Sydney, Australia: Association for Consumer Research, 167.
  2. 1990, Understanding Cultural Differences: Germans, French and Americans
  3. Hofstede, Geert, 2007, Cultural Dimensions
  4. 2001, Culture's Consequence: Comparing Values, Behavior, Institutions, and Organizations Across Nations
  5. 1997, Cultures and Organizations: Software of the Mind
  6. 1980, Culture's Consequences: International Differences in Work-Related Values
  7. Kennedy, John R., 1988, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1, 2
  8. 10.2307/3150499 · DOI · Paper page
  9. 1981, Journal of Retailing, 57, 25
  10. Parasuraman, A., 1990, Marketing Research, 2, 34
  11. 10.2307/1252255 · DOI · Paper page
  12. 1988, Journal of Retailing, 64, 5
  13. 1985, Journal of Marketing, 49, 1
  14. Swan, John E., 1988, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1, 40
  15. Voss, Christopher A., 2004, Journal of Service Research, 6, 213

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Metadata

Authors
Reimann, M., Lünemann, U. F., & Chase, R. B.
Affiliations
  • Stanford University (US)
  • California State University, Sacramento (US)
  • University of Southern California (US)
ORCID
Venue
Journal of Service Research
Publisher
SAGE Publications
Published
2008-06-16
Volume
11
Issue
1
Pages
63-73
ISSN
  • 1094-6705 (ISSN-L)
  • 1552-7379
DOI
10.1177/1094670508319093
OpenAlex
W2106722268
Cited by
191
References
51
Citations by year
2026: 5 · 2025: 4 · 2024: 13 · 2023: 10 · 2022: 14 · 2021: 13 · 2020: 8 · 2019: 13 · 2018: 15 · 2017: 12 · 2016: 13 · 2015: 15 · 2014: 8 · 2013: 12 · 2012: 12
FWCI
15.64
Type
journal article
Language
en
Open access
closed
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
Locations
Journal of Service Research (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
  • Social Sciences › Psychology › Social Psychology › Cultural Differences and Values
  • Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
Keywords
uncertainty avoidance, perceived service quality, customer satisfaction, business-to-business customers, cultural differences, tolerance zone, service defects, service expectations, cross-cultural management, service quality management

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