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© 2016

The Influence of Culture and Personality on Customer Satisfaction

An Empirical Analysis across Countries

Book

Part of the International Management Studies book series (INTMAN)

About this book

Introduction

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.

Contents
• The Satisfied Customer in International Business
• Customer Satisfaction, Culture, and Personality 
• The Structure of the Zone of Tolerance across Countries and Individuals
• The Confirmation/Disconfirmation-Paradigm in a Cross-Cultural Perspective

Target Groups
• Researchers and students in the fields of international marketing and management
• Practitioners in the fields of market research, marketing, and strategic planning in international enterprises

The Author
Dr. Franziska Krüger completed her doctoral thesis under the supervision of Prof. Dr. Birgitta Wolff at the Otto-von-Guericke-University Magdeburg, Germany. Currently, she is press spokesperson of the Ministry for Research and Economic Affairs, Saxony-Anhalt.

Keywords

International Market Research Measurement Invariance Zone of Tolerance Confirmation-/Disconfirmation-Paradigm Big Five personality traits Hofstede

Authors and affiliations

  1. 1.Ministerium f. Wissenschaft u. WirtschafMagdeburgGermany

About the authors

Dr. Franziska Krüger completed her doctoral thesis under the supervision of Prof. Dr. Birgitta Wolff at the Otto-von-Guericke-University Magdeburg, Germany. Currently, she is press spokesperson of the Ministry for Research and Economic Affairs, Saxony-Anhalt.

Bibliographic information

  • Book Title The Influence of Culture and Personality on Customer Satisfaction
  • Book Subtitle An Empirical Analysis across Countries
  • Authors Franziska Krüger
  • Series Title International Management Studies
  • Series Abbreviated Title InternManagement
  • DOI https://doi.org/10.1007/978-3-658-12557-8
  • Copyright Information Springer Fachmedien Wiesbaden 2016
  • Publisher Name Springer Gabler, Wiesbaden
  • eBook Packages Business and Management Business and Management (R0)
  • Softcover ISBN 978-3-658-12556-1
  • eBook ISBN 978-3-658-12557-8
  • Edition Number 1
  • Number of Pages XIX, 208
  • Number of Illustrations 0 b/w illustrations, 22 illustrations in colour
  • Topics International Business
    Marketing
  • Buy this book on publisher's site