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A cross-cultural application of the Affective Response to Consumption scale: Investigating US-American and Austrian passengers on long-haul flights

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  • Ganglmair-Wooliscroft, Alexandra
  • Wooliscroft, Ben

Abstract

Satisfaction and other emotional responses are particularly sensitive to cultural influences, complicating cross-cultural investigations. In highly competitive industries, providing outstanding service encounters to consumers is important, as highly positive experiences strongly affect future behavior. This study presents the first bilingual investigation of Affective Response to Consumption (ARC). The ARC scale examines a broad range of highly unfavorable to highly favorable reactions to consumption experiences with an emphasis on differentiating higher satisfaction levels. Employing ARC, US-American (English) and Austrian (German) passengers' satisfaction levels are investigated on long-haul flights. Rasch Modeling (RM) helps when culturally influenced interpretations of terms must be taken into account, extending ARC to cross-cultural contexts. While several emotional terms included in the scale are interpreted differently by US-Americans and Austrians, sufficient common terms exist allowing a meaningful combination of English and German ARC scale versions. The results highlight the importance of understanding the scale equivalence across languages and cultures.

Suggested Citation

  • Ganglmair-Wooliscroft, Alexandra & Wooliscroft, Ben, 2013. "A cross-cultural application of the Affective Response to Consumption scale: Investigating US-American and Austrian passengers on long-haul flights," Journal of Business Research, Elsevier, vol. 66(6), pages 765-770.
    • Handle: RePEc:eee:jbrese:v:66:y:2013:i:6:p:765-770
    DOI: 10.1016/j.jbusres.2011.09.016
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    Cited by:

    1. Cocco, Helen & Demoulin, Nathalie T.M., 2022. "Designing a seamless shopping journey through omnichannel retailer integration," Journal of Business Research, Elsevier, vol. 150(C), pages 461-475.
    2. Brush, Gregory J. & Soutar, Geoffrey N., 2022. "A Rasch analysis of service performance in a tourism context," Journal of Business Research, Elsevier, vol. 139(C), pages 338-353.
    3. Ganglmair-Wooliscroft, Alexandra & Wooliscroft, Ben, 2022. "An investigation of sustainable consumption behavior systems – Exploring personal and socio-structural characteristics in different national contexts," Journal of Business Research, Elsevier, vol. 148(C), pages 161-173.
    4. Ganglmair-Wooliscroft, Alexandra & Wooliscroft, Ben, 2016. "Diffusion of innovation: The case of ethical tourism behavior," Journal of Business Research, Elsevier, vol. 69(8), pages 2711-2720.
    5. Pantouvakis, Angelos & Renzi, Maria Francesca, 2016. "Exploring different nationality perceptions of airport service quality," Journal of Air Transport Management, Elsevier, vol. 52(C), pages 90-98.

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