The Influence of Culture and Personality on Customer Satisfaction
An Empirical Analysis across Countries| By: | Franziska Krüger |
| Publisher: | Springer Nature |
| Print ISBN: | 9783658125561 |
| eText ISBN: | 9783658125578 |
| Edition: | 0 |
| Copyright: | 2016 |
| Format: | Page Fidelity |
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Table of Contents
Franziska Krüger presents two quantitative cross-cultural studies that examine the generalizability of the Zone of Tolerance and the Confirmation/Disconfirmation-Paradigm across countries. She investigates the potential influence of Hofstede's cultural dimensions and the Big Five personality traits on the models' variables. As a result, the studies confirm that both models can be used to explain customer satisfaction and its determinants across national borders and cultures.