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Impact of shared history on customers’ service evaluations

Author

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  • Al Hakim, Zeina T.
  • Sengupta, Sanchayan
  • Cuny, Caroline

Abstract

This paper investigates how shared history affects customers' cultural and personal values and impacts their perception of services’ responsiveness and satisfaction in a high-contact service setting (retail banking) from two countries with a shared history (France & Lebanon). Data were collected from 171 French and 141 Lebanese bank customers. Findings reveal that both cultural and personal values moderate the relationship between responsiveness and satisfaction, and that their impact is independent of each other. Further, findings show that in countries with a shared history, existing cultural models in literature may not be detailed enough to explain cross-cultural differences and similarities.

Suggested Citation

  • Al Hakim, Zeina T. & Sengupta, Sanchayan & Cuny, Caroline, 2020. "Impact of shared history on customers’ service evaluations," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    • Handle: RePEc:eee:joreco:v:55:y:2020:i:c:s0969698919302991
    DOI: 10.1016/j.jretconser.2020.102070
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    References listed on IDEAS

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    1. Ladhari, Riadh & Pons, Frank & Bressolles, Grégory & Zins, Michel, 2011. "Culture and personal values: How they influence perceived service quality," Journal of Business Research, Elsevier, vol. 64(9), pages 951-957, September.
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    3. Luke J Matthews & Sam Passmore & Paul M Richard & Russell D Gray & Quentin D Atkinson, 2016. "Shared Cultural History as a Predictor of Political and Economic Changes among Nation States," PLOS ONE, Public Library of Science, vol. 11(4), pages 1-18, April.
    4. Namin, Aidin, 2017. "Revisiting customers' perception of service quality in fast food restaurants," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 70-81.
    5. Vera, Jorge & Trujillo, Andrea, 2013. "Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 579-586.
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