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

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  • Adelina Gnanlet
  • H. Yayla-Kullu

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. Copyright Springer-Verlag Berlin Heidelberg 2014

Suggested Citation

  • Adelina Gnanlet & H. Yayla-Kullu, 2014. "Impact of national culture on the quality of information delivery in services," Service Business, Springer;Pan-Pacific Business Association, vol. 8(1), pages 135-169, March.
    • Handle: RePEc:spr:svcbiz:v:8:y:2014:i:1:p:135-169
    DOI: 10.1007/s11628-013-0191-0
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    References listed on IDEAS

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    Cited by:

    1. Laura Lucia-Palacios & Victoria Bordonoba-Juste & Raúl Pérez-López, 2021. "Consumer-to-consumer reselling adoption among European countries: differences between old and young millennials," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 253-279, June.
    2. Minjeong Kang & Taeshik Gong, 2019. "Dysfunctional customer behavior: conceptualization and empirical validation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 625-646, December.
    3. Jorge MONGAY, 2017. "Market Economies Potentialities and Cultural Clusters. A Global and Longitudinal Study," Expert Journal of Economics, Sprint Investify, vol. 5(1), pages 1-13.
    4. James Stanworth & Ryan Hsu & Huo-Tsan Chang, 2015. "Interpersonal service quality of the Chinese: determinants and behavioral drivers," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 515-540, September.
    5. Hung-Sheng Lai & Hsin-Hui Hu & Zhang-Yu-Jing Chen, 2020. "The effects of culture shock on foreign employees in the service industry," Service Business, Springer;Pan-Pacific Business Association, vol. 14(3), pages 361-385, September.

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