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  • 1
    Electronic Resource
    Electronic Resource
    "I" versus "we": How individualists and collectivists use information sources to formulate their service expectations (2005)
    Bingley : Emerald
    International marketing review 22 (2005), S. 279-308 
    Details
    ISSN: 0265-1335
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Purpose - To examine the impact of culture on customer service expectations, specifically, how individualists and collectivists use internal and external sources of information to formulate their service expectations. Design/methodology/approach - The context was the airline industry and the subject pool consisted of experienced consumers. A survey was employed to measure individualism/collectivism, various internal/external information sources, and the functional and technical dimensions of "should" and "will" service expectations. Hypothesized relationships were tested using a structural equations modeling approach. Findings - Both individualists and collectivists relied more on external information sources in formulating their service expectations, gave variable weight to the functional and technical components, and used more realistic "will" expectations to judge service offerings. Internal (external) information sources were relatively more important in forming expectations for collectivists (individualists) than for individualists (collectivists), and "will" ("should") expectations were more diagnostic for collectivists (individualists) than for individualists (collectivists). Research limitations/implications - Generalizability of the findings is limited due to the specific industry under study (airlines), the sample (two geographically-proximate sub-cultures), and the scope of the cultural variables considered (individualism/collectivism). Practical implications - Whether managers should leverage the functional and/or technical components of services depends in part on the cultural orientation of their customers. Managers should also recognize that customers' usage of various information sources in forming service expectations is also, in part, culturally determined. Originality/value - In this era of globalization, researchers and managers alike need to consider the subtle influences of culture on marketing theories and the formulation of service expectations respectively.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/02651330510602213
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  • 2
    Electronic Resource
    Electronic Resource
    Shades of green: linking environmental locus of control and pro-environmental behaviors (2005)
    Bradford : Emerald
    Journal of consumer marketing 22 (2005), S. 198-212 
    Details
    ISSN: 0736-3761
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Purpose - The purpose of this research was to examine the impact of various attitudes and personality characteristics on environmentally-friendly behaviors, from a locus of control (LOC) perspective. Specifically, we developed and tested a model linking a related construct, environmental locus of control (ELOC), to a series of pro-environmental behaviors. Design/methodology/approach - The context related to various personal and household behaviors vis-à-vis the environment, and the subject pool consisted of a diverse group of urban consumers. A survey was employed to measure various attitudinal and personality variables corresponding to internal/external locus of control, as well as a battery of pro-environmental behaviors. The research propositions were tested using a structural equation modeling approach. Findings - We found four distinct dimensions of ELOC, two of which relate to an external LOC ("biospheric-altruism" and "corporate skepticism") and the other two relate to an internal LOC ("economic motivation" and "individual recycling efforts"). We then linked these four dimensions to a variety of pro-environmental behaviors. Highly variable patterns were obtained, with different dimensions assuming a greater or lesser impact, or no role at all, depending on the specific behavior under analysis. Research limitations/implications - Generalizability of the findings is limited due to the sample (urban consumers from one major city), and the method employed (validity of self-report measures and the non-experimental nature of the field study). Practical implications - Our findings highlight the importance of considering the specificity of pro-environmental behaviors, when assessing the antecedent roles of pro-environmental attitudes/dispositions, which are in-and-of-themselves, complex and multidimensional. Originality/value - In this era of environmental degradation, researchers, managers, and public policy makers alike need to consider that pro-environmental attitudes are composed of multiple dispositional facets, and that the role of these facets is highly context-specific.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/07363760510605317
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