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The Influence of Culture and Personality on Customer Satisfaction

An Empirical Analysis across Countries

  • Book
  • © 2016

Overview

Authors:
  1. Franziska Krüger

    1. Ministerium f. Wissenschaft u. Wirtschaf, Magdeburg, Germany

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  • Publication in the field of economic sciences
  • Includes supplementary material: sn.pub/extras

Part of the book series: International Management Studies (INTMAN)

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Table of contents (5 chapters)

  1. Front Matter

    Pages I-XIX
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  2. The Satisfied Customer in International Business – An Introduction

    • Franziska Krüger
    Pages 1-5

  3. Customer Satisfaction, Culture, and Personality – Definition of the Research Variables

    • Franziska Krüger
    Pages 7-36

  4. Study I: The Structure of the Zone of Tolerance Across Countries and Individuals

    • Franziska Krüger
    Pages 37-101

  5. Study II: The Confirmation/Disconfirmation-Paradigm in a Cross-Cultural Perspective – A Study across Countries

    • Franziska Krüger
    Pages 103-148

  6. Summary, Conclusions and Future Outlook

    • Franziska Krüger
    Pages 149-153

  7. Back Matter

    Pages 155-208
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Keywords

About this book

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.


Authors and Affiliations

  • Ministerium f. Wissenschaft u. Wirtschaf, Magdeburg, Germany

    Franziska Krüger

About 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.


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

  • DOI: https://doi.org/10.1007/978-3-658-12557-8

  • Publisher: Springer Gabler Wiesbaden

  • eBook Packages: Business and Management, Business and Management (R0)

  • Copyright Information: Springer Fachmedien Wiesbaden 2016

  • Softcover ISBN: 978-3-658-12556-1Published: 29 February 2016

  • eBook ISBN: 978-3-658-12557-8Published: 23 February 2016

  • Series ISSN: 2626-8833

  • Series E-ISSN: 2626-8841

  • Edition Number: 1

  • Number of Pages: XIX, 208

  • Number of Illustrations: 22 illustrations in colour

  • Topics: International Business, Marketing

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