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Title: The effects of acculturation, social distinctiveness, and social presence in a service failure situation
Authors: Weber, K 
Sparks, B
Hsu, CHC
Keywords: Acculturation
Chinese consumers
Service failure
Social presence
Issue Date: 2016
Publisher: Pergamon Press
Source: International journal of hospitality management, 2016, v. 56, p. 44-55 How to cite?
Journal: International journal of hospitality management 
Abstract: Going beyond the traditional East/West consumer differentiation in studying service failure, this article examined the effect of acculturation, both independently and together with social distinctiveness and social presence, on the perceptions and behavioral responses of Chinese-Australian consumers. The research employed a 3 × 2 × 2 between-subject experimental design in which data were collected from 224 Chinese-Australians. Results showed that the different acculturation levels of these consumers did not affect their perceptions and behavior in a service failure situation. Instead, where and with whom a service failure was experienced had pronounced effects on consumer behavior depending on the extent to which the consumers acculturated to the culture of their host country. Implications of these findings and directions for future research are also discussed.
ISSN: 0278-4319
EISSN: 1873-4693
DOI: 10.1016/j.ijhm.2016.04.008
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