Revisiting customer participation in service encounters: Does culture matter?

William Youngdahl, Deborah L. Kellogg, Winter Nie, David E. Bowen

Research output: Contribution to journalArticle

51 Citations (Scopus)

Abstract

Service customers expend significant effort through a variety of behaviors, before, during, and after encounters, to increase the likelihood of satisfactory service experience or to salvage failing service encounters. Service customers' satisfaction-seeking behaviors are both proactive and reactive in terms of both intent and execution. These behaviors include preparation, relationship building, information exchange, and intervention. This extension of the original research was presented by Youngdahl and Kellogg [Journal of Operations Management 15 (1997) 19]. It provides an examination of how robust the satisfaction-seeking behaviors are across cultures. The overall question is whether people in different cultures would use similar participative behaviors. We also examined whether or not culture is related to service customers' effort and satisfaction. The counter-intuitive findings indicate that service customers' satisfaction-seeking behaviors are not related to their cultural orientations. Additionally, culture is not related to effort or satisfaction level. The implication is that prescriptions derived from earlier research on these forms of service participation can be applied both across cultures and to any culturally diverse customer base.

Original languageEnglish (US)
Pages (from-to)109-120
Number of pages12
JournalJournal of Operations Management
Volume21
Issue number1
DOIs
StatePublished - Jan 2003
Externally publishedYes

Fingerprint

Customer satisfaction
Customers
Salvaging
Customer Satisfaction
Operations Management
Participation
Culture
Customer participation
Service encounter
Intuitive
Preparation
Likelihood

Keywords

  • Culture
  • Effort
  • Participation
  • Satisfaction
  • Service

ASJC Scopus subject areas

  • Strategy and Management
  • Management Science and Operations Research
  • Industrial and Manufacturing Engineering
  • Modeling and Simulation

Cite this

Revisiting customer participation in service encounters : Does culture matter? / Youngdahl, William; Kellogg, Deborah L.; Nie, Winter; Bowen, David E.

In: Journal of Operations Management, Vol. 21, No. 1, 01.2003, p. 109-120.

Research output: Contribution to journalArticle

Youngdahl, William ; Kellogg, Deborah L. ; Nie, Winter ; Bowen, David E. / Revisiting customer participation in service encounters : Does culture matter?. In: Journal of Operations Management. 2003 ; Vol. 21, No. 1. pp. 109-120.
@article{8aa32a078bb8485dbbc0e9f6a29d58f7,
title = "Revisiting customer participation in service encounters: Does culture matter?",
abstract = "Service customers expend significant effort through a variety of behaviors, before, during, and after encounters, to increase the likelihood of satisfactory service experience or to salvage failing service encounters. Service customers' satisfaction-seeking behaviors are both proactive and reactive in terms of both intent and execution. These behaviors include preparation, relationship building, information exchange, and intervention. This extension of the original research was presented by Youngdahl and Kellogg [Journal of Operations Management 15 (1997) 19]. It provides an examination of how robust the satisfaction-seeking behaviors are across cultures. The overall question is whether people in different cultures would use similar participative behaviors. We also examined whether or not culture is related to service customers' effort and satisfaction. The counter-intuitive findings indicate that service customers' satisfaction-seeking behaviors are not related to their cultural orientations. Additionally, culture is not related to effort or satisfaction level. The implication is that prescriptions derived from earlier research on these forms of service participation can be applied both across cultures and to any culturally diverse customer base.",
keywords = "Culture, Effort, Participation, Satisfaction, Service",
author = "William Youngdahl and Kellogg, {Deborah L.} and Winter Nie and Bowen, {David E.}",
year = "2003",
month = "1",
doi = "10.1016/S0272-6963(02)00070-0",
language = "English (US)",
volume = "21",
pages = "109--120",
journal = "Journal of Operations Management",
issn = "0272-6963",
publisher = "Elsevier",
number = "1",

}

TY - JOUR

T1 - Revisiting customer participation in service encounters

T2 - Does culture matter?

AU - Youngdahl, William

AU - Kellogg, Deborah L.

AU - Nie, Winter

AU - Bowen, David E.

PY - 2003/1

Y1 - 2003/1

N2 - Service customers expend significant effort through a variety of behaviors, before, during, and after encounters, to increase the likelihood of satisfactory service experience or to salvage failing service encounters. Service customers' satisfaction-seeking behaviors are both proactive and reactive in terms of both intent and execution. These behaviors include preparation, relationship building, information exchange, and intervention. This extension of the original research was presented by Youngdahl and Kellogg [Journal of Operations Management 15 (1997) 19]. It provides an examination of how robust the satisfaction-seeking behaviors are across cultures. The overall question is whether people in different cultures would use similar participative behaviors. We also examined whether or not culture is related to service customers' effort and satisfaction. The counter-intuitive findings indicate that service customers' satisfaction-seeking behaviors are not related to their cultural orientations. Additionally, culture is not related to effort or satisfaction level. The implication is that prescriptions derived from earlier research on these forms of service participation can be applied both across cultures and to any culturally diverse customer base.

AB - Service customers expend significant effort through a variety of behaviors, before, during, and after encounters, to increase the likelihood of satisfactory service experience or to salvage failing service encounters. Service customers' satisfaction-seeking behaviors are both proactive and reactive in terms of both intent and execution. These behaviors include preparation, relationship building, information exchange, and intervention. This extension of the original research was presented by Youngdahl and Kellogg [Journal of Operations Management 15 (1997) 19]. It provides an examination of how robust the satisfaction-seeking behaviors are across cultures. The overall question is whether people in different cultures would use similar participative behaviors. We also examined whether or not culture is related to service customers' effort and satisfaction. The counter-intuitive findings indicate that service customers' satisfaction-seeking behaviors are not related to their cultural orientations. Additionally, culture is not related to effort or satisfaction level. The implication is that prescriptions derived from earlier research on these forms of service participation can be applied both across cultures and to any culturally diverse customer base.

KW - Culture

KW - Effort

KW - Participation

KW - Satisfaction

KW - Service

UR - http://www.scopus.com/inward/record.url?scp=0037213058&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=0037213058&partnerID=8YFLogxK

U2 - 10.1016/S0272-6963(02)00070-0

DO - 10.1016/S0272-6963(02)00070-0

M3 - Article

AN - SCOPUS:0037213058

VL - 21

SP - 109

EP - 120

JO - Journal of Operations Management

JF - Journal of Operations Management

SN - 0272-6963

IS - 1

ER -