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Multicultural markets and acculturation: implications for service firms

Published on Oct 7, 2013in Journal of Services Marketing 2.42
· DOI :10.1108/JSM-02-2012-0041
Konstantinos Poulis8
Estimated H-index: 8
(University of Essex),
Efthimios Poulis7
Estimated H-index: 7
,
Mo Yamin17
Estimated H-index: 17
Cite
Abstract
Purpose – The purpose is to construct an analytical framework that encapsulates implications for the marketing offering of service firms as a result of observed intra-national ethnic diversity in these firms' markets of operation. Design/methodology/approach – This is a conceptual approach which promotes the idea that acculturation matters for service firms operating in multicultural markets and adopts relevant propositions related to service firms' strategy in such markets. Findings – Integrating fragmented insights from consumer behaviour and multicultural marketing, the study suggests that the various interactions and contacts between ethnic groups in a multicultural country can generate acculturation outcomes that lend themselves to novel avenues for empirical research. These avenues move beyond a research focus on the presence of ethnic groups as stand-alone entities of intra-ethnic uniformity. Practical implications – Firms with a broader market horizon in a multicultural market can employ accultura...
  • References (75)
  • Citations (11)
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References75
Newest
Published on Jun 6, 2016
F.J.R. van de Vijver56
Estimated H-index: 56
(Queen's University),
John W. Berry65
Estimated H-index: 65
(Queen's University),
Ozgur Celenk5
Estimated H-index: 5
Introduction Methodological issues are important in acculturation research. The quality of inferences based on our studies can be bolstered by using adequate, up-to-date methods. The present chapter deals with two methodological issues: the design of acculturation studies and procedures to assess acculturation. A leading theme of this chapter is that a careful choice of methodological aspects of a study, such as study and instrument design, can go a long way to enhancing the quality of accultura...
Published on Feb 1, 2013in International Business Review 3.64
Konstantinos Poulis8
Estimated H-index: 8
(University of Essex),
Efthimios Poulis7
Estimated H-index: 7
(UEA: University of East Anglia),
Emmanuella Plakoyiannaki17
Estimated H-index: 17
(A.U.Th.: Aristotle University of Thessaloniki)
The extant methodological literature has challenged case selection in qualitative case study research for being arbitrary or relying too much on convenience logic. This paper aims to address parts of such criticism on the rigour of case selection through the presentation of a sampling framework that promotes contextualisation and thoroughness of sampling decisions in the study of international phenomena. This framework emerged from an inductive process following an actual case study project in i...
Published on Aug 1, 2012in International Business Review 3.64
Konstantinos Poulis8
Estimated H-index: 8
(University of Essex),
Mo Yamin17
Estimated H-index: 17
(University of Manchester),
Efthimios Poulis7
Estimated H-index: 7
(UEA: University of East Anglia)
The literature includes several papers that compare multinational enterprises (MNEs) to local firms along several dimensions such as financial strength or production capacity. Nevertheless, the focus on how latter firms compete against the former is often missing in the literature; local firms are typically seen as inferior in terms of resources and thus, unable to compete against MNEs. This paper aims at revisiting this competitive ‘battle’. Through a case-based design in a ‘multinational’ dome...
Published on May 1, 2012in Journal of Marketing Management
Konstantinos Poulis8
Estimated H-index: 8
(University of Essex),
Efthimios Poulis2
Estimated H-index: 2
(Buckinghamshire New University)
The paper explores the market-oriented behaviour and performance consequences for firms operating in a market characterised by national heterogeneity. Through a case-study design, a posteriori propositions based on interview data from six multinational firms operating in a polyethnic market are developed. Findings indicate a positive relationship between the need for responsiveness and a market's polyethnicity with firms customising elements of their product strategy to ethnic segments or Europe...
Published on Feb 1, 2012in International Business Review 3.64
Bruce Allen Hearn14
Estimated H-index: 14
(University of Leicester),
Jenifer Piesse25
Estimated H-index: 25
(Stellenbosch University),
Roger Strange22
Estimated H-index: 22
(University of Sussex)
This paper considers the impact of full Islamic shari’ya compliance on developing stock exchanges in their effective provision of development capital. Evidence from a unique study focussing on the Sudan telecommunications company and its listings on the Khartoum as well as Arabian Gulf stock exchanges reveals that costs of capital are considerably higher in the former than latter markets. While there are firm governance benefits arising from Islamic finance monitoring costs are substantial and t...
Published on Mar 1, 2011in Consumption Markets & Culture 1.95
Yasmin K. Sekhon8
Estimated H-index: 8
(BU: Bournemouth University),
Isabelle Szmigin35
Estimated H-index: 35
(University of Birmingham)
This paper presents a research study examining the acculturation and identity of second‐generation Indian Punjabis. It focuses on how they balance their lives between two cultures and reflects on the nature of second‐generation integration in light of cultural context, situational factors, ethnicity and consumption, presenting the conflicts and tensions experienced by participants. The paper reviews existing propositions with regard to acculturation, ethnicity and consumption and presents an ini...
Published on Dec 1, 2010in Journal of Financial Services Marketing
Hussain Gulzar Rammal9
Estimated H-index: 9
(UniSA: University of South Australia)
Published on Dec 1, 2010in Journal of Financial Services Marketing
Stefan Volk6
Estimated H-index: 6
(University of Tübingen),
Markus Pudelko17
Estimated H-index: 17
(University of Tübingen)
This article explores the key determinants of Islamic retail banking (IRB) in the European context in order to identify major challenges and opportunities for the European IRB market. This investigation is of relevance, as Islamic banking, that is the Shari’ah (Islamic law) compliant way of banking, is on the rise. During the past three decades the industry expanded with double-digit growth rates and there are now more than 300 Islamic financial institutions operating in over 50 countries worldw...
Published on Oct 5, 2010in Journal of Marketing Management
Stephanie Slater6
Estimated H-index: 6
(Cardiff University),
Marie Mirella Yani-De-Soriano9
Estimated H-index: 9
(Cardiff University)
The paper presents a critical review of the main studies in cross-cultural consumer behaviour and marketing research, and identifies the methodological issues that frequently undermine the quality of research in this area. The paper offers suggestions for addressing these issues, which are becoming even more complex due to growing Internet-based marketing research and increasingly multicultural societies. The authors discuss the relevance of cross-cultural marketing research and the challenges a...
Published on Jun 22, 2010in Journal of Service Management 3.23
Alicia A. Grandey33
Estimated H-index: 33
(PSU: Pennsylvania State University),
Anat Rafaeli31
Estimated H-index: 31
(Technion – Israel Institute of Technology)
+ 2 AuthorsDirk D. Steiner12
Estimated H-index: 12
(University of Nice Sophia Antipolis)
Purpose – The purpose of this paper is to illustrate how emotion display rules are influenced by relational, occupational, and cultural expectations.Design/methodology/approach – The authors compare these influences by assessing anger and happiness display rules toward customers, coworkers, and supervisors across four cultures.Findings – Overall, the findings suggest that anger can be expressed with coworkers, can be slightly leaked to supervisors, but must be almost completely suppressed with c...
Cited By11
Newest
Published on Jan 1, 2019
Piyush Sharma18
Estimated H-index: 18
(Curtin University)
This chapter begins with a review of the broad literature on intercultural interactions and cross-cultural adjustment process, focusing on the challenges faced by people in intercultural communication and the development of intercultural competence (and similar constructs such as intercultural sensitivity, intercultural effectiveness, and even cultural intelligence) that helps people deal with the challenges faced by them in the process of intercultural interactions. Next, the author describes f...
Published on Jan 1, 2019
Piyush Sharma18
Estimated H-index: 18
(Curtin University)
This chapter begins with a review of the literature on cross-cultural differences in the customer and employee attitudes, expectations, perceptions, and evaluations about intercultural service encounters, followed by a discussion on the limitations of this cross-cultural perspective. The author then reviews the past research on intercultural service encounters, beginning with the conceptual definitions of all the key constructs, including perceived cultural distance, interaction comfort, inter-r...
Published on Aug 13, 2018in Journal of Services Marketing 2.42
Piyush Sharma18
Estimated H-index: 18
(Curtin University),
Jackie L.M. Tam17
Estimated H-index: 17
(PolyU: Hong Kong Polytechnic University),
Zhan Wu3
Estimated H-index: 3
(USYD: University of Sydney)
Purpose The purpose of this special issue is to extend the growing research on the challenges and opportunities facing services marketers in an increasingly culturally diverse global marketplace. Design/methodology/approach The nine papers included in this special issue use a variety of research methods (e.g. case study, experiments and surveys), participants (e.g. customers, employees and online panel members) and service settings (e.g. fast food, post office, weight loss, bank, home loan, pers...
Published on Jan 1, 2018
Piyush Sharma18
Estimated H-index: 18
(Curtin University),
Jackie L.M. Tam17
Estimated H-index: 17
(PolyU: Hong Kong Polytechnic University)
+ 2 AuthorsYong Su1
Estimated H-index: 1
(Fudan University)
Intercultural service encounters (ICSEs) involve interactions between customers and employees from diverse cultures and these are growing in importance due to the increase in the number of immigrants, migrant workers, students, tourists and businesspeople traveling to other countries, with the rapid rise in globalization in recent years. Prior research on ICSEs has used diverse theoretical perspectives to study this phenomenon, exploring the effects of perceived cultural distance, interaction co...
Published on Nov 13, 2017in Journal of Service Theory and Practice 2.36
Sanjaya S. Gaur10
Estimated H-index: 10
,
Piyush Sharma18
Estimated H-index: 18
+ 1 AuthorsRussel Kingshott7
Estimated H-index: 7
Purpose The purpose of this paper is to explore the impact of four types of acculturation behaviors of frontline service employees (assimilation, separation, integration, and marginalization) on customer satisfaction and customer commitment. Design/methodology/approach In total, 377 ethnically diverse customers of a retail bank in New Zealand participated in this study. SmartPLS3 was used to test all the hypotheses. Findings Assimilation and integration have positive effects on both customer sat...
Published on Nov 24, 2016in Journal of Strategic Marketing
Hamin Hamin8
Estimated H-index: 8
,
Rosalie L. Tung40
Estimated H-index: 40
(SFU: Simon Fraser University)
+ 1 AuthorsSusan Hoadley3
Estimated H-index: 3
(UTS: University of Technology, Sydney)
AbstractThis study explores the role of attitude toward money, religion and ethnicity in the relationship between income and consumer behavior. The three-country (Australia, Canada and China) study sampled 755 consumers and uses structural equation modeling and multivariate analysis to test for mediating effects of attitude toward money and moderating effects of religion and ethnicity/immigrant generation. Religion is found to be a moderating variable for savings rate and share of wallet, while ...
Published on Feb 8, 2016in International Marketing Review 3.45
Rodrigo Guesalaga8
Estimated H-index: 8
(UC: Pontifical Catholic University of Chile),
Meghan Pierce2
Estimated H-index: 2
(UC: Pontifical Catholic University of Chile),
Daiane Scaraboto7
Estimated H-index: 7
(UC: Pontifical Catholic University of Chile)
Purpose – The purpose of this paper is to explore cultural sources of variation on consumers’ expectations and evaluations of service quality within local emerging markets. Design/methodology/approach – The authors employ a multi-method approach. The multi-method research design utilizes: first, netnography to examine foreign consumers’ blogs and online communities; second, interviews with local and foreign consumers to unveil critical incidents in service encounters; and third, an online survey...
Published on Jun 24, 2015
Miguel Angel Zúñiga2
Estimated H-index: 2
,
Ivonne M. Torres6
Estimated H-index: 6