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Impact of national culture on the quality of information delivery in services

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Abstract

A nation’s culture has a significant influence on an employee’s behavior and communication. Culture-specific characteristics cause information delivery biases, especially in services. This paper studies how a nation’s culture affects the quality of information delivery using a global airline dataset. Cultural differences are measured by two commonly used datasets, Hofstede and Globe projects. Our results show that cultural characteristics have statistically significant effects on the website quality, inflight media options, and inflight communications. We suggest firms in each culture become aware of these findings and step forward to remedy their shortcomings or to bolster their performance.

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Author information

Authors and Affiliations

  1. Department of Management, Mihaylo College of Business and Economics, California State University at Fullerton, 800 N. State College Blvd, Fullerton, CA, 92834, USA

    Adelina Gnanlet

  2. Department of Information Systems and Operations Management, Lally School of Management, Rensselaer Polytechnic Institute, 110 Eighth Street, Troy, NY, 12180, USA

    H. Muge Yayla-Kullu

Authors
  1. Adelina Gnanlet
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  2. H. Muge Yayla-Kullu
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Corresponding author

Correspondence to Adelina Gnanlet.

Appendix

Appendix

See Tables 8, 9, 10, and 11. See Figs. 3 and 4.

Table 8 List of countries
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Table 9 List of airlines
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Table 10 Means, standard deviations, and correlations for Hofstede model
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Table 11 Means, standard deviations, and correlations for Globe model
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Fig. 3
figure 3

Structural equation model—Hofstede

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Fig. 4
figure 4

Structural equation model—Globe

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Gnanlet, A., Yayla-Kullu, H.M. Impact of national culture on the quality of information delivery in services. Serv Bus 8, 135–169 (2014). https://doi.org/10.1007/s11628-013-0191-0

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